Senior Program Manager Customer Insights, Amazon UK Fresh
Job ID: 2847495 | Amazon EU SARL (UK Branch) The Selection, Category Strategy & Insight (SCSI) team is looking for an individual with strong analytical skills, strategic thinking, ability to work effectively across teams and someone that is passionate about working backwards from the customer. This role will be pivotal in helping UK Fresh develop its online delivery and physical stores cx driving brand loyalty, retention and frequency amongst our customers. You have an opportunity to make a big impact through your work through delivery of strategic recommendations to our M-Team based on triangulation of customer insights from multiple sources (e.g., internal customer data, external research and competitor benchmarking). As an ideal candidate, you have a deep understanding of research methods (qualitative and quantitative) and research best practices and are comfortable with quantitative data analysis. You report to the Head of Selection, Category Strategy & Insight and are a passionate researcher with strong observational and analytical skills, an impressive ability to collaborate with others, and a relentless determination to do what is right for Amazon's customers. You work with minimal direction and move quickly while delivering high-quality outputs. You will work on overlapping projects, so skill in multi-tasking, juggling competing priorities, and organizing your workload are essential.
Key job responsibilities
Responsible for defining the Amazon UK Fresh Customer Proposition and owning the Customer Performance Review mechanism. Partnering with functional leads to identify research opportunities and prioritise research that focuses on big customer rocks. Owning competitor / industry benchmarking and tracking to identify opportunities for cx improvements, including owning the relationships with several industry bodies. Owning end-to-end delivery of strategic reports to M-Team that provide insight-led recommendations on key business/customer problem statements. Partnering with external agencies to deliver research, supporting on methodology/study design, budgeting, execution and moderation, analysis, reporting, and communicating results. Owning scaling customer insights (Voice of the Customer) across the UK Fresh team including through setting up self-service mechanisms and regularly sharing out research.
About the team
The Category Excellence team owns the proposition of the UK Fresh business, and the central tools to support other retail teams in its delivery. Customer Insights (CI) is the trusted voice in decision-making processes across key focus areas (e.g., customer acquisition/engagement, CX feature improvements). The CI mission is to deliver customer insights that shape our UK Fresh proposition through strategic, commercialized and actionable recommendations that drive acquisition, retention and growth. CI complement existing business metrics by building insights from behavioural and attitudinal data to explain the ‘how / why’ behind ‘what’ customers do and anticipating their needs.
BASIC QUALIFICATIONS
Experience using data and metrics to determine and drive improvements. Experience owning program strategy, end to end delivery, and communicating results to senior leadership. Experience in program or project management. Experience working in Grocery (either FMCG or Retail), the candidate will have a good understanding of the grocery industry in one or more locales.
PREFERRED QUALIFICATIONS
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field. Experience working at an external insight agency, for example Nielsen, Kantar or IGD.
Posted:
January 29, 2025
#J-18808-Ljbffr
Job ID: 2847495 | Amazon EU SARL (UK Branch) The Selection, Category Strategy & Insight (SCSI) team is looking for an individual with strong analytical skills, strategic thinking, ability to work effectively across teams and someone that is passionate about working backwards from the customer. This role will be pivotal in helping UK Fresh develop its online delivery and physical stores cx driving brand loyalty, retention and frequency amongst our customers. You have an opportunity to make a big impact through your work through delivery of strategic recommendations to our M-Team based on triangulation of customer insights from multiple sources (e.g., internal customer data, external research and competitor benchmarking). As an ideal candidate, you have a deep understanding of research methods (qualitative and quantitative) and research best practices and are comfortable with quantitative data analysis. You report to the Head of Selection, Category Strategy & Insight and are a passionate researcher with strong observational and analytical skills, an impressive ability to collaborate with others, and a relentless determination to do what is right for Amazon's customers. You work with minimal direction and move quickly while delivering high-quality outputs. You will work on overlapping projects, so skill in multi-tasking, juggling competing priorities, and organizing your workload are essential.
Key job responsibilities
Responsible for defining the Amazon UK Fresh Customer Proposition and owning the Customer Performance Review mechanism. Partnering with functional leads to identify research opportunities and prioritise research that focuses on big customer rocks. Owning competitor / industry benchmarking and tracking to identify opportunities for cx improvements, including owning the relationships with several industry bodies. Owning end-to-end delivery of strategic reports to M-Team that provide insight-led recommendations on key business/customer problem statements. Partnering with external agencies to deliver research, supporting on methodology/study design, budgeting, execution and moderation, analysis, reporting, and communicating results. Owning scaling customer insights (Voice of the Customer) across the UK Fresh team including through setting up self-service mechanisms and regularly sharing out research.
About the team
The Category Excellence team owns the proposition of the UK Fresh business, and the central tools to support other retail teams in its delivery. Customer Insights (CI) is the trusted voice in decision-making processes across key focus areas (e.g., customer acquisition/engagement, CX feature improvements). The CI mission is to deliver customer insights that shape our UK Fresh proposition through strategic, commercialized and actionable recommendations that drive acquisition, retention and growth. CI complement existing business metrics by building insights from behavioural and attitudinal data to explain the ‘how / why’ behind ‘what’ customers do and anticipating their needs.
BASIC QUALIFICATIONS
Experience using data and metrics to determine and drive improvements. Experience owning program strategy, end to end delivery, and communicating results to senior leadership. Experience in program or project management. Experience working in Grocery (either FMCG or Retail), the candidate will have a good understanding of the grocery industry in one or more locales.
PREFERRED QUALIFICATIONS
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field. Experience working at an external insight agency, for example Nielsen, Kantar or IGD.
Posted:
January 29, 2025
#J-18808-Ljbffr
