Job Description
We are transforming the way customers buy heavy & bulk products (such as White goods, TVs, Furniture and many more categories) online and are looking for a dynamic leader who can drive the entire programme including setting a 5 year strategy roadmap including customer , delivery and vendor experience. The This role owns the end-to-end customer experience, financial performance including top/bottom line and Cost to Serve across all channels.
Key job responsibilities
1. Strategic business leadership:
Define and execute the vision for best-in-class CX partnering with tech teams, Service and Operations team (demonstrate thought leadership of WW H&B business)
Develop multi-year strategic roadmap balancing growth, profitability and innovation, partnering with Category team (JP & US/EU) and Finance
Own channel strategy and performance partnering with Category and 3P team
2. Customer Experience Excellence: Design and deliver improvements in Discovery, Purchase, DEX and Post-purchase, measuring success with metrics like Customer Contacts per unit, Purchase customer count, Service GV coverage%, attach% and C-Ret%
3. Cross-Functional Leadership & Influence: Build strong partnership and influence AMXL on CX and operations, VAS tech team for CX initiatives, Functional teams for pricing, inventory and financials, and Category/3P team for selection related initiatives
A day in the life
【What's a day in the Amazon office like? 】 https://www.youtube.com/watch-v=0wIlMX1yUKU
【Employee Benefits】 https://www.amazon.co.jp/b-node=22292420051
About the team
We are part of the Japan Store team and we lead all electronics categories for Japan Retail. We aim to simplify customer experience to enable customers to easily find and purchase the products they need.
Basic Qualifications
- Bachelor's degree
- 12+ years of experience in product or program management, product marketing, business development, or technology
- 6+ years of team management experience
- Experience owning and driving roadmap strategy, definition, and end-to-end product delivery
- Experience managing feature delivery, including prioritization and trade-off decisions
Preferred Qualifications
- Experience engaging and influencing senior executives
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