Head of Customer Experience, Germany in Berlin bei Amazon Deutschland Services GmbH

Amazon Deutschland Services GmbH

• Bachelor’s Degree
• Experience in improving customer service and building scalable, long-term solutions to remove customer pain-points
• Strong people management skills with experience of leading and motivating multi functional groups in a diverse environment
• Fluent English & German language.
• Ability to think strategically and to drive the detailed execution of specific initiatives
• Ability to drive successful projects with a wide range of people at all decision-making levels
• Experience solving analytical problems, either in professional experience (data analysis) or education
• Experience managing a key financial drivers and a P&L

Head of Customer Experience, Germany
The Head of CX, DE is responsible for leading a number of Amazon’s key customer experience, insight and improvement functions. This is a senior role with the aim to drive the appropriate actions and strategy to improve the end-to-end customer experience and achieve Amazon’s mission of being the Earth’s most customer centric company.
The role leads a team that comprises of four key functions: 1) Customer experience (CX) – from the point the customer enters the Amazon.de website, through to the point they place an order. The CX team are responsible for reactive messaging to the customer service (CS) network and customers about emerging CX issues; and proactively working with multiple business teams from retail product groups and technical teams, to public relations and legal, to educate them about what customers are contacting about, and how the root cause of those pain points should be eliminated. 2) Delivery experience (DX) – from the point a customer places an order, through the fulfilment centre and transportation networks and including reverse logistics, DX are responsible for the same reactive and proactive messaging and management as CX, working with business teams including transportation, supply chain and returns. Both CX and DX teams also work on customer experience improvement programs and partner with the business on CS/DX projects. 3) Post-delivery experience (PDX) – is responsible for the experience from the time the package is delivered to the customer. PDX owns strategic Project/Program Management with the aim to reduce returns, reduce returns-related contacts, gimprove processes for CS adaptation of sustainable solutions via Product Lifecycle Support (incl. Talk To an Expert, Warranty Repair) and design the best post-delivery experience. 4) Above all, the Head of CX owns the Voice of Customer (VoC) mechanisms for Amazon.de surfacing the customer sentiment, feedback and anecdotes to the wider business teams and partnering with them to drive bespoke VoC strategies and programs.
The Head of CX is responsible for DE Customer Service contact reduction strategy. The role collaborates with other WW CS functions to own the prioritization of improvement initiatives and subsequently eliminates customer-impacting defects and the reason for customer contacts. They also prepare and run the DE CS QBR, reporting out to the Country Manager and the DE M-Team. This is a highly visible position, critical to the company’s CS operation, with direct accountability for the end-to-end management of the CS customer experience, senior stakeholder engagement, including VP and director level. The successful candidate will be an excellent communicator and influencer, with strong instincts and ability to manage without authority and inspire others. The Head of CX superpowers exemplify Customer Obsession, Right A Lot, Think Big and Hire & Develop the best. Due to the scope of the role requiring close cooperation with senior retail, transport and ops stakeholders, the role is based in Berlin (BER1).

Key Responsibilities:

• Development and leadership of a team of up to 20 employees with 6 direct reports
• Management of a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times
• Communicating clearly with key stakeholders on issues impacting the customer experience and owning the execution of proactive communications and remedial actions to mitigate against customer-impacting issues
• Working backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, in order to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts
• Providing quantitative and qualitative information to business teams in order to drive process/policy change initiatives and root-cause resolution of customer pain-points by engaging with the relevant senior stakeholders through weekly, monthly and quarterly business reviews
• Problem solving with strong analytical and EI skills
• Building and maintaining strong internal relationships across CS and with multiple business teams
• Communica