Customer Success Lead

2 weeks ago

Coalville, Leicestershire, United Kingdom Amazon TA Full time

At Amazon Freight, we're on a mission to revolutionize the transportation industry with our innovative logistics network. We're seeking a highly skilled and experienced Customer Success Lead to join our team and help us deliver exceptional customer experiences across the UK and Europe.

The ideal candidate will have a proven track record of leading cross-functional teams to drive operational excellence and customer satisfaction. They will be responsible for developing and implementing strategies to improve customer outcomes, identifying opportunities for growth and improvement, and collaborating with internal stakeholders to ensure seamless execution.

Key responsibilities will include:

  • Leading a team of Operational Support Associates to deliver best-in-class service to customers
  • Identifying and suggesting service enhancements to continuously improve the customer offering
  • Actively managing complaints or escalation, taking ownership for the full life cycle of resolution
  • Managing and engaging with multiple Amazon Freight and internal stakeholders to ensure best outcomes for customers and the business

We're looking for a candidate with experience in people management, operational management, and customer-centricity. If you have a passion for delivering exceptional customer experiences and a proven track record of leading high-performing teams, we'd love to hear from you.

About the team:

Amazon Freight is a trailblazing B2B start-up within Amazon Transportation Services in Europe. Our Customer Success team is responsible for planning and scheduling the transport orders placed by our largest enterprise customers, providing them with world-class support at each step of their journey.

BASIC QUALIFICATIONS:

  • Experience in program or project management
  • Experience in supply chain
  • Experienced in Operations
  • Experience in managing people (leading a team)

PREFERRED QUALIFICATIONS:

  • Knowledge of Lean principles and DMAIC methodology
  • Experience in MS Access and SQL
  • Experience in requirement gathering and ability to write clear and detailed requirement documents

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