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Sr. Manager, Engagement & Customer Experience | Kindle E-Reader

Sr. Manager, Engagement & Customer Experience | Kindle E-Reader

Job ID 
Posted Date 
Amazon Corporate LLC
Position Category 
Project/Program/Product Management--Non-tech
Recruiting Team 

Job Description

The Amazon Kindle device team is looking for a senior leader who will develop the strategy to build and roll out a complex, data driven Customer Engagement Program. This role will be responsible for using data to identify what matters to customers, and then building a programmatic way to deliver customers relevant offers and communications that matter to them. You should thrive in ambiguous situations and love to build things from scratch. You should be collaborative and very analytical, while still maintaining a marketing aptitude.

Job Responsibilities
· Lead strategy and development of a robust customer engagement strategy, including defining customer segmentation, measurement and development of lifecycle programs based on a data driven approach.
· Develop new and innovative ways to drive customer behavior on device through messaging, marketing programs and offers.
· Work directly with Software development teams on UI features and functionality that will delight customers.
· Develop innovative ways that we can communicate with customers in the ways in which are best for them – across email, social, on device, mobile, push notifications, direct mail, etc.
· Quickly launch A/B tests to test and learn across many communication vehicles, offers and programs.
· Partner with Product Management, Marketing and Content to enhance the customer experience by ensuring that all content, programs and communications that we surface to them are highly targeted and personalized. You’ll need to work closely with Business Intelligence and other cross functional teams to ensure we’re thinking about the entire customer lifecycle and impact.
· Develop programs on device that drive financial improvement and downstream impact across the entire Kindle and Amazon ecosystem.
· Collaborate with cross functional organizations like Brand, Acquisition Marketing, Consumer Marketing and Analytics Teams, Business Intelligence, and Marcom to develop a holistic customer value proposition.

Basic Qualifications

· 7-10 years of experience leading lifecycle, CRM and/or Engagement/Loyalty Marketing organizations at a CE or other top tier customer focused brand.
· 7-10 years of experience in online marketing across email, social, notifications and other digital avenues
· Experiencing using customer insights and data to deeply understand the customer base
· Experience building Brand, Engagement or Loyalty Marketing programs
· Experience in building programs from the bottom up quickly and with little previous framework

Preferred Qualifications

· Consumer Electronics experience preferred
· Masters degree is preferred
· 3+ years of relevant experience in a business analyst/data analyst/statistical analysis role.· Ability to deal with ambiguity
· Understanding of data warehousing, data modeling concept and building new DW tables
· Communication (verbal and written) and interpersonal skills and an ability to communicate with both business and technical teams.
· Problem solving skills, project management skills, attention to detail, and organizational skills
· Ability to deal with ambiguity and competing objectives in a fast paced environment
- Embodies an incredible passion for consumer products, digital media and services subject matter, applications, and content.
- Strong communication skills, both verbal and written.
- Can provide examples of leadership through influence and partnership, without direct authority over resources
- Entrepreneurial, with a proven track record in either transformational or high-growth environments.
- Hands-on, “roll up your sleeves” mindset, with a strong personality and ability to be a driver and change agent in an organization. is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation