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London, Greater London
Amazon Business: Senior Customer Operations Manager
Overview
Job Description
Introduction: Since 1994, Amazon has continuously expanded its product selection and innovated on behalf of customers inan on-going effort to fulfil its stated ambition of being earth's most customer-centric company. Today, Amazon's rapidly expanding consumer product range offers books, video games, consumer electronics, apparel, jewellery, grocery, as well as Amazon Kindle, Echo devices and many others. Amazon is now reinventing on behalf of the business customer and focused on building Amazon Business (AB), the largest and most innovative Business-to-Business (B2B) marketplace in the world, and we are recruiting a handful of the best of the best to make this vision a reality. B2B represents an incredible opportunity to address a vast new market segment and customer base. We are focused on building solutions to enable B2B customers to discover, research, and buy products and services from a vast selection, across multiple devices, marketplaces and regions. Our B2B customers have different needs than the traditional Amazon customer and thus we have to reinvent everything from how we display our selection, price our products, and provide the right customer experience. The Role: The AB EU Customer Operations team is a dynamic team that works across all functions of the organisation to help drive critical strategic and operational initiatives. AB is seeking a Senior Customer Operations Manager that will play a key role in developing strategy, process, and analytics to drive key decision making. As Senior Customer Operations Manager you will be a key member of the team optimising day-to-day decision making as well as flexing to tackling some of the most important strategic decisions in AB. This is a high visibility and influential role, we are looking for candidates that can combine expertise in business planning, change management, and cross-functional execution. The Senior Customer Operations Manager will increase the productivity of our Customer Adviser team thorough process improvement and operational excellence creating a step change in performance. This individual will cover everything from defining local market strategies and priorities through to driving operational excellence in the day-to-day execution of the business. The Customer Operations Team is responsible for managing the rhythm of the Customer Advisers activities such as weekly, monthly and quarterly metric reviews, as well as forecasting and pipeline management, data quality and accuracy and systems/tool development. This is a hands-on position - the ideal candidate must be willing to "roll up their sleeves". This individual will need to collaborate effectively with internal stakeholders and cross-functional teams to solve problems, enable business performance for a rapidly expanding team and product offering, create operational efficiencies, and deliver successfully against high organisational standards. The ideal candidate has strong financial acumen, deep analytic background and critical thinking and problem solving skills to ensure the continued growth and success of the business. The individual must have experience in sales performance management, calling upon her/his experiences in Salesforce CRM systems, sales quota and territory assignment, and analytics to assist in supporting a world class Sales team. Key Responsibilities include: Deliver against the AB EU Customer Operations goals and objectives to support the overarching organisational mission and strategy. Define the key support systems/processes required to meet the rapid growth of the business and achieve revenue and productivity objectives. Drive core Customer Operations processes, such as territory planning, quota development, sales performance management and data issue resolution. Analyse processes and mechanisms for sub-optimal performance, with a focus on defect reduction and productivity. Identify root causes of problems and make recommendations for solutions. Manage the development of continuously-evolving forecast models and methodologies, owning the quantitative analysis of the performance of our sales team, customers, prospects, partners, markets, and products/services. Equip Customer Advisers in all aspects of evaluating their teams' performance, and drive the weekly, monthly, quarterly and business review cadence Develop relationships and processes with Customer Advisers, Finance, HR, Marketing and other stakeholders to identify and address reporting issues. Conduct ad-hoc analysis and participate on projects as needed.