Customer Success Manager, Amazon Freight EU

8 months ago

Coalville, United Kingdom Amazon UK Services Ltd. Full time
Amazon Freight 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 Overview.
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.

Customer Excellence Manager, Projects Overview

We are looking to hire a motivated, customer-obsessed, high-ownership and commercially aware Customer Excellence Manager. The successful candidate would be dedicated to Customer focused Transformational projects aimed to drive Shipper excellence processes, enhancing Shipper/Amazon Freight expansion whilst delivering a best in class service to our customers.

The Customer Excellence Manager will be the owner, responsible for defining and implementing customer excellence projects that meets our customers’ needs across our customer success team while meeting business performance goals. A successful candidate shall be a big thinker who is highly analytical and customer focused with a track record of delivering innovation. They must be able to Think Big and Dive Deep into the business, and be skilled at managing multiple priorities, and communicating effectively with employees of all levels. The ideal candidate will have an extensive background in managing Operation and customer excellence projects and transformational management. They will be highly detail and task oriented and comfortable in a fast-paced, multi-tasked, high-energy environment. They will apply agile and design thinking principles to enable and continuously improve the end to end Customer success operating model that best fits the needs of our customers and the business. Is entrepreneurial, self-sufficient, has acute attention to detail and is able to operate in a fluid, deadline-driven environment

Key job responsibilities
Responsibilities Include, But Are Not Limited To:
• Design and pilot special processes for Customers 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.

We are open to hiring candidates to work out of one of the following locations:

Coalville, LEC, GBR

BASIC QUALIFICATIONS

- 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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