Senior Internal Communications Manager – Amazon Customer Service, EU, WWCS Communications

Job content

Job Summary

DESCRIPTION

Amazon’s vision is to be Earth’s most customer-centric company; to build a place where customers can find and discover anything they want to buy online. Our global Customer Service (CS) team is at the heart of that mission, supporting Amazon’s millions of customers on product questions, post-order inquiries, technical support, and customer account management. So if you thrive in a challenging, fast-paced, innovative and customer-orientated environment, Amazon is the place for you. We’re making history and the great news is that we’ve only just begun.

Our Communication’s vision is for all CS employees to receive information that is relevant and inspiring in an organized, consistent, and timely manner via channels that are easy to access, search, and read in their local language. The Senior Internal Communications Manager will lead a team of communications professionals. This role is responsible for the EU Customer Service internal communications strategy and programs across our EU CS populations. This includes enabling CS leaders and operations teams to effectively communicate with their teams, and for key information to cascade consistently and smoothly through the organization. These messages will clarify Amazon strategy to all levels of the organization, and will “connect the dots” for CS associates in terms of how their work contributes to the larger vision and strategy.

This role supports CS EU leadership and is an advocate for the employee experience. The Senior Internal Communications Manager must be adept at identifying issues or programs that could have a negative impact on the employee experience and/or reputation of Amazon, along with the ability to counsel and support leadership on an appropriate course of action. This role is specifically responsible for creating both proactive employee engagement and reactive communications plans and providing issues-management support for initiatives impacting employees. The leader will provide expert strategic advice and write for a diverse audience, especially in narrow time frames is critical in this role.

The Senior Internal Communications Manager will drive consistent messaging of our unique Amazon culture and customer obsession to both internal customer service sites, and outsourced partner operations. The leader will ensure that all messaging reinforces our culture and that we have consistent, intentional themes threaded through our communications. The leader determines appropriate communications channels (All Hands meetings, video messages, newsletters, blogs, internal social media tools, team meetings, etc.), facilitates translation, creates content and teaches others how to deliver that content. The leader is responsible for developing and ensuring we have mechanisms in place for upward feedback, and a closed loop to act on that feedback.

Key job responsibilities

Core Job Responsibilities

• Align EU Customer Service communication with Global Customer Service Communication.
• Develop and execute highly innovative internal communications strategies, messages and tactics to engage a dynamic and rapidly growing employee base in the EU.
• Proactively build and manage relationships with key internal stakeholders across a range of businesses and geographies.
• Partner with, and provide strategic counsel to the EU operational leaders, particularly regarding decisions with potential impact on the business and reputation, and develop strategies to mitigate and manage.
• Provide issues management and crisis communications support.
• Develop a growing team of world-class communications professionals and program experts, driving teamwork, communication, collaboration and commitment across a range of businesses and geographies accommodating local priorities.
• Track and report content effectiveness metrics to internal stakeholders, as well as continually monitor, analyze and tune messaging to maximize impact; and manage and support crisis communications, as needed.
• Develop and manage internal communications (for example, intra- or cross-divisional messages, talking points, frequently asked questions (FAQs), associate-facing promotional materials, presentations, articles).
• Develop communication strategy and plans for major change initiatives and campaigns for internal communications.
• Train leadership teams on written, verbal, and visual communication strategies.
  
  

Basic Qualifications

• Bachelor’s degree in Communications or a related field (Journalism, Marketing Communication, Public Relations or related field and / or related work experience in the area of Communications and Change Management).
• extensive communications experience including internal communications-focused experience.
• broad experience leading communications programs in a multinational business across multiple geographies.
• experience leading and developing a team of direct reports.
• experience with issues management and crisis communications support.
• excellent writing skills, with the ability to formulate a clear point of view on complicated issues, and create a concise and well-written narrative.
• ability to use quantitative and qualitative data to make decisions and recommendations.
  

Preferred Qualifications

• Experience leading social media employee engagement programs/campaigns.
• Excellent track record of driving cultural change and influencing organizations through a communications plan.
  

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.
Company - Amazon UK Services Ltd.

Job ID: A1995720