Post-Delivery Customer Experience Strategist

il y a 2 semaines


Clichy, Île-de-France Amazon France Logistique SAS Temps plein

Amazon France Logistique SAS is dedicated to providing an exceptional customer experience at every stage of their journey. We are seeking a passionate and driven Post-Delivery Experience Manager to join our dynamic team in Paris.

As a key player in shaping the post-delivery experience, you will be responsible for driving continuous improvement initiatives across various touchpoints, including returns, repairs, product support, and after-market services. Your role will involve collaborating with diverse teams such as Retail, Reverse Logistics, Technical Teams, After Market Services, and Sustainability to ensure a seamless and positive customer experience.

Key Responsibilities:

  • Lead strategic projects focused on enhancing the post-delivery experience and customer satisfaction within the French and Belgian markets.
  • Serve as the primary point of contact for Customer Service and partner teams, fostering strong relationships and effective communication.
  • Develop and maintain a comprehensive metrics framework to monitor post-delivery experience performance and identify emerging issues.
  • Conduct in-depth analysis of data, processes, and procedures to uncover opportunities for improvement and drive positive change.
  • Advocate for the customer's perspective across all stakeholders, ensuring their needs are met throughout the post-delivery journey.

Qualifications:

  • Fluent in French and English.
  • Bachelor's degree in Management, Business Administration, or a related field.
  • Proven experience managing cross-functional programs involving internal and external stakeholders.

Preferred Qualifications:

  • Strong track record of successful project delivery.
  • Experience in customer service or a related field.
  • Data-driven decision-making skills and experience with quantitative analysis.
  • Excellent communication skills, with the ability to simplify complex information for diverse audiences.
  • Experience with root cause analysis and process design.


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