Our EU Customer Services team is seeking a Customer Experience (CX) Manager with fluent English and Dutch to support various customer service projects.
The role will be focused on establishing CX management mechanisms and frameworks, and to manage CX by focusing on two main areas of work i) Emerging Customer Impacting Issues Management and ii) Project Management.
Working with multiple operational teams including Retail, Marketing, Transportation, Legal and CS Support teams, the Customer Experience Manager will understand and report on the shopping experience processes impacting CX, and work on continuous improvement projects with the relevant teams to drive solutions which improve the customer experience.
The successful candidate will be an excellent analyst, communicator and influencer with the ability to drive change throughout the organization.
To analyze and drive process improvements, this role requires frequent interactions with stakeholders within and outside of CS organization, mainly Retail teams.
This role will be based out of Luxembourg.
Role Scope :
Establish all the policies and CX management processes pertaining to all CS projects, in partnership with Retail and CS Stakeholders (CS Ops, CSI, Legal, etc.)
Benchmark and advocate for processes that would improve the shopping experience
Establish a Voice of the Customer (VOC) framework, contact reduction / defect elimination mechanisms and CX improvement culture with Retail team
Daily interaction with Retail and CS Stakeholders (CS Ops, CSI, Legal, etc.) to ensure a prompt response to emerging customer impacting issues
Act as Subject Matter Expert (SME) on how Retail’s performance impacts CX.
Act as the liaison between various Amazon teams, providing reporting and analysis to ensure change is driven in the areas which have the biggest potential for CX improvement
Understand, analyze and communicate metrics such as CPU, Concessions, DPMO.
Analyze and propose process improvement initiatives within every step of the shopping experience
Work with internal teams to benchmark and design processes which improve the shopping experience
Establish awareness of the way Retail operates to ensure process improvement initiatives can be driven through without friction
Project management of initiatives identified to improve the shopping experience
Experience / Skills :
Successful candidate will be able to manage several projects / initiatives at same time.
Track record of sourcing and analyzing multiple sources of data to provide clear reporting of issues and how they affect the shopping experience
Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business
Capability to make efficient and effective process improvement proposals
Flexibility to respond quickly to change and to reprioritize in the face of emerging issues and daily operations needs.
Ability to deal with ambiguity and to solve problems even with limited information
Strong evidence of relationship-building across various internal departments within an organization
Fluent in English and Dutch
Strong knowledge in Microsoft Excel and Word
Project management experience
Experience within Customer Service or Retail organizations is a strong plus
Working knowledge of SQL