Customer Trust External Relations Manager, EU, 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 policymakers, brands, 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 our global program for improved perception of the trustworthy shopping experience in our stores. The candidate for this role excels at both developing successful engagement strategies and executing tactical plans with precision. Excellent communication and writing skills are crucial. 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.

Key job responsibilities

• Serve as the Brussels lead for CTXR which means working hand-in-glove with PP and Policy Comms in addition to serving as the main connector and translator of overarching EU positions to CTXR colleagues at national-levels.
• Work on targeting and programs for pan-EU organizations and cross-European topics and programs.
• 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 the EU.
• Ensure 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, including Public Policy, Public Relations, and Legal to execute initiatives, proactively identifying opportunities and mitigating any risks.
• Support deepening relationships with third party organizations and advocacy groups and experience designing new opportunities for partnership and engagement.
• Identify and 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.
• Lead overarching EU initiatives like the DSA Transparency report narrative, ensuring clear articulation of our content moderation practices, risk mitigation measures, and platform governance initiatives.
• Support Amazon’s participation in the European Union Memorandum of Understanding (MoU) on the sale of counterfeit goods on the internet, driving internal alignment, developing action plans, tracking deliverables, and serving as the primary point of contact for relevant stakeholder engagement.
• Serve as the main liaison to Brussels colleagues (PP, PR, etc.) and working across CTXR colleagues to enhance trust building efforts.

About the team

We are an external team laser-focused on protecting the customer’s shopping experience. We look forward to having you on the team!

BASIC QUALIFICATIONS

• Deep understanding of Brussels political landscape and dynamics.
• Bachelor’s degree and 8+ years of relevant experience in public affairs, public policy, government affairs, or media relations, especially with a focus on marketplaces.
• Demonstrated track record of building successful third-party advocacy and partnerships.
• Ability to navigate and create structure around ambiguity; “can-do” attitude.
• Excellent written and verbal communication, interpersonal and influencing skills.

PREFERRED QUALIFICATIONS

• MBA or other advanced degree.
• Proven experience making high judgement decisions and complex trade-offs in a high visibility situation.
• Experience with diverse teams and third-party vendors, contractors, and advisors.
• Maintain highest personal levels of ethical conduct, confidentiality, and integrity, with an exemplary professional reputation in the industry.
• Working knowledge of French.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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