Manager, Customer Trust External Relations
DESCRIPTION
The Customer Trust External Relations (CTXR) organization works to ensure positive public perception of Amazon's trustworthy shopping experience. We are the safest place for customers to shop online, and the customer-obsessed tools our teams build help ensure customers have a trustworthy shopping experience in our store every time with every product, whether purchased from Amazon or from the millions of sellers in our stores around the world.
An important part of CTXR’s charter is finding opportunities to engage thought-leaders, including brands, policymakers, and media on the trustworthiness of the store and improving public perception of the industry leading work our teams do on behalf of our customers. CTXR also acts as an internal advocate to help teams increase positive perception of their work and a creative ideas engine for ways to improve external awareness and excitement around that work, as well as accelerating and strengthening third-party advocacy and partnerships to benefit customers and drive improvements within the retail industry.
We’re looking for a high-judgement and self-motivated individual, with experience bridging business needs, high-value communications, and government or regulatory environments, to work on global program for improved perception of the trustworthy shopping experience in our stores. The candidate for this role excels at both developing winning engagement strategies and executing tactical plans with precision, and thrives on delivering measurable results and positive impact. Excellent communication and writing skills are imperative for this role, and this role is able to formulate a clear viewpoint on complicated issues, creating a concise and well-written narrative to support their perspective. This role operates in a fast-paced, highly-ambiguous, frequently-changing environment, and will require a team member who has good judgement, excellent written communication skills, and is comfortable interacting with both internal and external leaders and working with cross-functional teams. In addition to other customer trust issues like safety and quality, there is a particular emphasis on authenticity and brand protection issues in the APAC regions, specifically Singapore and China.
Key job responsibilities
• Help improve positive public perception of Amazon's shopping experience by creating and driving integrated project plans that have clear, measurable success criteria across multiple initiatives in SG and CN.
• Execute a range of external communications programs and events in support of initiatives and program goals, seeking to increase experimentation in storytelling and creative communications to educate and excite external partners.
• Work closely and collaboratively with design, program, and product teams from partner teams, as well as Public Relations, Public Policy, and Legal to execute initiatives, proactively identifying opportunities and mitigating any risks.
• Develop and maintain key relationships with external stakeholders, including but not limited to global brands, industry associations, on customer trust issues.
• Identify and analyze assess overall strategy, trends, and past performance to make recommendations that address business priorities.
• Help design and measure Key Performance Indicators for initiatives and clearly communicate progress and outcomes against program objectives, including in regular business and goal documents.
• Bring a high energy, results-oriented and resourceful mindset and quickly take control of your responsibilities.
• Develop international and region-specific policies and policy recommendations to improve both reactive and proactive enforcement, maximize automation and efficiency in resolving brand owner issues and identify and achieve measurable goals.
• Participate in conferences and external meetings focused on product integrity issues. This will eventually include frequent domestic and international travel (~20%).
• Develop and deliver educational and training materials for both internal and external consumption.
• Ability to speak and write in Mandarin to interact with China counterparts.
About the team
We are an external engagement team laser-focused on protecting the customer's shopping experience. We look forward to having you on the team!
BASIC QUALIFICATIONS
- Bachelor’s degree.
- 8+ years of experience in a senior Brand, Customer Trust, or IP protection role.
- Proven working knowledge of IP protection legal and regulatory landscape in SG and CN.
- Demonstrated experience managing customer's escalations.
- Proven experience managing a diverse team and/or stakeholders.
- Proficiency in Mandarin.
- Demonstrated experience presenting to internal/external executive audiences.
PREFERRED QUALIFICATIONS
- Experience in e-commerce environment.
- Recognized contributor within the IP and brand protection industry.
- Master’s degree in relevant field.
- Strong critical thinker.
- Able to work independently to develop and execute strategies with minimal supervision.
- Exceptional people skills, with ability to calmly navigate rough waters and negotiate win-win solutions.
- Outstanding written and oral communication skills.
- Meets/exceeds Amazon’s leadership principles requirements for this role.