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Amazon Customer Operations Manager
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Amazon Customer Operations Manager - UK & Europe
A global retailer, home to some of the biggest names and most well-loved brands, is looking for an Amazon Customer Operations Manager covering the Amazon sales channel for the UK and Europe. This multi-billion-dollar organisation distributes products to over 80 countries, with offices in Hong Kong, China, London, France, Spain, and Germany. Due to exponential year-on-year growth, all offices are expanding teams across all functions.
About the Role
In this newly created role, you will take full ownership of the order-to-fulfilment process across all EU Amazon marketplaces, driving operational excellence and improving customer experience. Your responsibilities will include:
- Leading a small team, working closely with 3PLs, warehouses, and Amazon fulfilment centres to resolve bottlenecks and ensure customer satisfaction.
- Collaborating with various stakeholders, including supply chain, commercial, and sales teams across the EU.
- Acting as the primary point of contact for warehouse escalations.
- Reporting and analysing KPIs such as OTIF, fill rate, order accuracy, returns, and claims.
- Developing dashboards and identifying trends and performance gaps.
- Implementing continuous improvement initiatives, driving automation, and reducing operational costs while maintaining high service standards.
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Key Requirements
- At least three years’ experience in Amazon operations management, e-commerce, and supply chain and fulfilment.
- Strong analytical and problem-solving skills.
- Proven experience in leading, coaching, and developing teams.
- Experience with Amazon Vendor Central and EDI platforms (TrueCommerce is a plus).
- Excellent communication and stakeholder management abilities.
- Comfort working with 3PLs and across multiple EU markets.
- A continuous improvement mindset with a passion for operational excellence.
- German and/or Spanish language skills are a bonus but not essential.
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Benefits
- Competitive salary of up to £70,000.
- Generous bonus.
- 33 days holiday, including bank holiday entitlement.
- Office located in Central London with hybrid working.
- Opportunity to work with one of the biggest and most established names in the sector.
- A chance to evolve the planning department to achieve its goals of growth and a modernised approach to demand and supply planning.
Company Values
The team values transparency, open communication, and results. You will be supported to make the role your own and have the opportunity to influence processes, introduce best practices, and make a visible impact on key metrics and customer experience.
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