Customer Success Manager, Amazon Freight EU

3 weeks ago

Coalville, Leicestershire, United Kingdom Amazon UK Services Ltd. Full time
About the Role

We are seeking a highly motivated and customer-obsessed Customer Excellence Manager to join our Amazon Freight Europe team. As a key member of our operations team, you will be responsible for driving transformation across the Customer Success team and the wider business, promoting change and adoption to maximize the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's.

Key Responsibilities
  • Design and pilot special processes for Customer success Shippers and effectively drive change management and continuous improvement across this business unit, assessing the scalability factors of special processes for Full Truck /Less Than Truck Load workstreams
  • Proactively drive transformation across the Customer Success team and the wider business, promoting change and adoption to maximize the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's
  • Partnering with business development, product and wider operations teams to ensure alignment on key objectives on efficient and on-time program implementation. Proven ability to influence stakeholders with different priorities and different functions including but not limited to technology, legal and finance
  • Implementing the required governance mechanism via KPI and metrics, along with ad hoc reporting and analytical deep-dives
  • Design and create specific mechanisms to measure Customer Experience
  • Identify, design and implement product and service enhancements in order to continuously improve the customer offering. Drive and own change management related to these launches as well as freight network expansion
  • Review of business processes, systems, team skills and partner with relevant stakeholders to identify, develop and deliver best practice initiatives
  • Apply agile methods and program management skills together in the design, development and delivering Customer transformation programs
About the Team

Amazon Freight Europe is a transportation service provider for external shippers that uses the logistics network we built for Amazon to deliver freight safely, on time and at competitive costs. We offer shippers access to the same network of carriers, technology infrastructure and tools that Amazon uses to move thousands of loads daily. Businesses of all sizes have access to the costs and levels of service of one of the largest shippers in the world. Amazon Freight spins Amazon's broader flywheel by helping minimize empty miles by bringing in freight that flows complementary to our existing network.

Amazon Freight Operations (AF Ops) is the Pan- European team that handles Amazon Freight's Shipper Support and Transportation Execution. We are responsible for planning and scheduling the transport orders placed by our customers (Shippers), and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freight's European transportation network and have a direct impact on Shipper Experience.

Requirements
  • Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
  • Experience in program or project management
  • Experience working cross functionally with tech and non-tech teams
  • Experience in defining and implementing process improvement initiatives using data and metrics
  • Experience in supply chain
  • Experience defining program requirements and using data and metrics to determine improvements
  • Bachelor's degree
Preferred Qualifications
  • Experience in driving end to end delivery, and communicating results to senior leadership
  • Experience leading process improvements
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
  • Experience building processes, project management, and schedules

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