Client Success Strategist, Amazon Freight EU

vor 4 Wochen

Eggolsheim, Bayern, Deutschland Amazon TA Vollzeit

Overview: Amazon Freight is a premier transportation service provider catering to external shippers, leveraging the extensive logistics network developed by Amazon to ensure the safe, timely, and cost-effective delivery of freight.

Our Offering: We provide shippers with access to the same robust network of carriers, technological infrastructure, and tools that Amazon utilizes to manage thousands of loads daily.

Business Impact: Companies of all sizes can benefit from the competitive costs and service levels offered by one of the largest shipping entities globally.

Operational Synergy: Amazon Freight enhances Amazon's overall operational efficiency by reducing empty miles through the integration of freight that complements our existing logistics network.

Amazon Freight Operations Overview: The Amazon Freight Operations (AF Ops) team is responsible for managing Shipper Support and Transportation Execution across Europe. We oversee the planning and scheduling of transport orders from our customers, providing comprehensive support throughout their journey.

Role of Customer Excellence Manager: We seek a driven, customer-centric, and commercially savvy Customer Excellence Manager. The ideal candidate will spearhead transformational projects aimed at enhancing shipper excellence processes, facilitating Amazon Freight's growth while delivering exceptional service to our clients.

Key Responsibilities:

  • Design and implement innovative processes for Customer Success Shippers, driving change management and continuous improvement within this business unit.
  • Lead transformation initiatives across the Customer Success team and broader organization, promoting change to maximize team performance and achieve revenue targets, KPIs, and client SLAs.
  • Collaborate with business development, product, and operations teams to ensure alignment on key objectives for efficient and timely program implementation.
  • Establish governance mechanisms through KPIs and metrics, complemented by ad hoc reporting and analytical assessments.
  • Develop specific metrics to evaluate Customer Experience.
  • Identify and implement product and service enhancements to continuously elevate the customer offering, managing change related to these initiatives.
  • Review business processes, systems, and team capabilities, partnering with relevant stakeholders to deliver best practice initiatives.
  • Utilize agile methodologies and program management skills to design, develop, and execute Customer transformation programs.

Basic Qualifications:

  • Advanced proficiency in Excel (including Pivot Tables and VLookUps) and SQL.
  • Experience in program or project management.
  • Proven ability to work cross-functionally with both technical and non-technical teams.
  • Experience in defining and executing process improvement initiatives using data and metrics.
  • Background in supply chain management.
  • Experience in defining program requirements and leveraging data and metrics for improvements.
  • Bachelor's degree.

Preferred Qualifications:

  • Experience in driving end-to-end delivery and communicating results to senior leadership.
  • Proven track record in leading process improvements.
  • Experience in stakeholder management, engaging with multiple stakeholders at various organizational levels.
  • Expertise in building processes, project management, and scheduling.

Amazon is committed to fostering a diverse workforce, believing that diversity is key to our success. We make recruitment decisions based on experience and skills, valuing passion for discovery, innovation, simplification, and building.

Privacy Notice: Protecting your privacy and data security is a top priority for Amazon. Please refer to our Privacy Notice for details on how we collect, use, and transfer personal data of candidates.

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