Customer Experience Manager, EU AMZL Concessions
DESCRIPTION
*Please note: This position can be based in any of the following corporate offices: MAN11 Manchester, MAD15 Madrid, LHR35 London, LIN11 Milan, MUC11 Munich or CDG10 Paris*
Are you passionate about improving customer experience? Do you enjoy implementing customer-focused solutions and tracking measurable results? Does working with teams across countries interest you? The AMZL EU Concessions team is looking for a Customer Experience Manager to support large-scale programs that improve customer experience and delivery services.
As CX Manager, you will be responsible for implementing and maintaining programs that enhance customer experience and operational efficiency. You will support process improvements by maintaining high standards, following established procedures, and participating in continuous improvement activities. You will coordinate with various teams (operations, training, tech, and corporate) to implement solutions and execute the Delivery Experience project roadmap. You will also support regular program updates to management on a weekly and monthly basis.
Key job responsibilities
• Customer-Focus: Build strong understanding of customer delivery needs. Use metrics to track changes and support AMZL in providing excellent delivery experience.
• Deliver Results: Execute process improvement initiatives including coordination with local and international teams, data analysis, and supporting management presentations.
• Project Management: Handle multiple priorities effectively and ensure project progress is tracked and communicated to relevant stakeholders.
• Stakeholder Coordination: Maintain effective relationships with cross-functional teams to implement business requirements and share information. Support stakeholders in executing solutions while maintaining strong working relationships.
• Support best practices focused on customer outcomes. You will implement EU initiatives to optimize our customer-focused operational teams. You will maintain high performance standards and support continuous improvement efforts.
• Execute weekly and monthly action plans aligned with program roadmap.
• Analyze data to identify issues, implement solutions and support CX improvement opportunities.
BASIC QUALIFICATIONS
• Bachelor's Degree
• Experience supporting cross-functional projects
• Demonstrated experience implementing operational processes that improved customer experience
• Track record of contributing to business results through process improvements
• Experience preparing presentations and data for management review
• Experience coordinating multiple concurrent projects with defined timelines
PREFERRED QUALIFICATIONS
• Bachelor's degree in Science, Engineering, Logistics, or related field
• Understanding of Six Sigma and/or Lean methodologies
• Experience in transportation, logistics, or operations
• Ability to analyze data and support data-driven solutions
• Strong track record of:
- Supporting projects in matrix organization
- Implementing business initiatives
- Understanding customer needs and requirements
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