Customer Experience Manager – Retail/Tech

Acerca de la Empresa

Amazon Spain is a leading e-commerce and technology company, part of the global Amazon family, committed to delivering world-class customer service and innovation across its retail and tech offerings. With a strong presence in Spain, we focus on enhancing the shopping experience and developing cutting-edge solutions that delight our customers. Join a dynamic team dedicated to pushing the boundaries of retail and technology.

Descripción del Trabajo

We are seeking a highly motivated and experienced Customer Experience Manager to join our Retail/Tech team in Lavapies, Madrid. This pivotal role involves leading the strategy and execution of customer experience initiatives to ensure unparalleled satisfaction across our diverse product and service offerings. The ideal candidate will possess a deep understanding of retail operations, technology solutions, and a proven track record in driving customer loyalty and retention. You will be responsible for understanding customer journeys, identifying pain points, and collaborating with cross-functional teams to implement improvements that elevate the overall customer interaction with Amazon Spain.

Responsabilidades Clave

• Develop and implement comprehensive customer experience strategies aligned with business goals.
• Analyze customer feedback, data, and market trends to identify opportunities for improvement and innovation.
• Lead, mentor, and develop a team of customer experience associates, fostering a culture of excellence.
• Collaborate closely with product development, marketing, sales, and operations teams to ensure a seamless customer journey.
• Monitor and report on key customer experience metrics (CSAT, NPS, churn, etc.), providing actionable insights.
• Design and optimize customer support processes, tools, and training programs.
• Champion the voice of the customer within the organization, advocating for customer-centric decision-making.
• Manage customer escalations and complex issues, ensuring swift and satisfactory resolutions.

Habilidades Requeridas

• Proven experience (minimum 4 years) in customer experience management within retail or technology sectors.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies.
• Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Demonstrated leadership abilities, with experience in managing and developing high-performing teams.
• Proficiency in customer relationship management (CRM) software and CX analytics tools.
• Fluency in both Spanish and English (written and spoken).
• Ability to thrive in a fast-paced, dynamic, and ever-evolving environment.
• Bachelor's degree in Business, Marketing, Communications, or a related field.

Cualificaciones Preferidas

• Master's degree in a relevant discipline.
• Experience with large-scale e-commerce platforms.
• Certifications in Customer Experience (e.g., CCXP).
• Familiarity with agile methodologies and product development lifecycles.
• Knowledge of the Spanish retail market and consumer behavior.

Ventajas y Beneficios

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• Employee discounts on Amazon products and services.
• Opportunities for professional development and career growth.
• Performance-based bonuses and stock options.
• Modern on-site facilities with ergonomic workspaces.
• Subsidized lunch program and free refreshments.
• Access to Amazon's extensive learning and development resources.

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