Sr. Mgr., External Affairs, Customer Trust External Relations
Job Description
Customer Trust External Relations (CTXR) ensures global thought-leaders, brands, policymakers, regulators, and media understand how Amazon delivers Earth's safest and most trustworthy shopping experience by (1) building, accelerating and strengthening third-party, influential relationships and partnerships all over the world to address customer trust issues, (2) delivering evidence and telling stories that persuasively demonstrate the reality of the customer-obsessed tools our teams build to protect our customers, brands, and selling partners,(3) serving as a “voice of the customer” for product and tech teams, and (4) partnering with key leading brands to not only solve material pain points, but jointly discuss hot topics and share information on industry trends.
We’re looking for an experienced and entrepreneurial leader for our Japan program, who possesses a deep understanding of business needs, high-value communications, and the Japanese policy and economic environments, to lead our India-specific strategy and deliver in-country. You will be an integral part of a global team working on improving perception in Japan of Amazon’s efforts around brand protection and anti-counterfeits, trustworthy reviews, product safety, and scam prevention, and other emerging customer trust issues as needed ensuring that customers can buy with confidence in Amazon’s stores.
You will be responsible for solidifying Amazon as a leader in Japan’s retail industry on these issues, as well as delivering successful outcomes with rights owners on issues such as product authenticity, product integrity, copyright and trademark, and other product quality issues. You will own (1) improved perception with influentials (or industry stakeholders) of our work to protect customers efforts around brand protection and anti-counterfeits, trustworthy reviews, product safety, and scam prevention in India among key targets and (2) improved satisfaction and perception among key Indian rights owners. You will partner closely with CTXR central teams on marketing, research, and program management to accelerate perception improvements at speed and scale with clearly defined success metrics. You will work daily with CTXR subject matter teams to inform and localize global strategies on around brand protection and anti-counterfeits, trustworthy reviews, product safety, and scam prevention to deliver meaningful improvements in perception and understanding with Japanese audiences.
The candidate for this highly visible role is able to both define and execute the country-specific strategy inside a global strategy and plan, and thrives on delivering measurable results and impact. The candidate is comfortable managing multiple responsibilities within a fast-paced environment, for example able to comfortably balance the needs of a global strategy for a global company with directly engaging with partners in India and owning in-country progress or weighing competing priorities from global leaders to deliver perception improvements in Japan. They are known for excellent judgement, analytical thinking, and communications skills, and are comfortable with external and public engagements. They are an excellent collaborator and leader who is able to run and inspire a small nimble team to have big impact, while earning trust with complex networks of internal stakeholders, often leading through others.
Key job responsibilities
Key responsibilities include:
• Developing and driving a global strategy to (1) improve perception of our work to protect customers efforts around brand protection and anti-counterfeits, trustworthy reviews, product safety, and scam prevention in Japan among key targets and (2) improve satisfaction and perception among key Japanese rights owners.
• Ensuring there is an integrated project plan for each of the four topics that looks around corners to lead executives and business leaders to success, derives insights that can be scaled to other countries, and surfaces Japan’s key trends and “watch outs” ahead of time
• Partnering with key internal stakeholders, not only inside CTXR itself, but public policy, public relations, marketing, legal, and other business teams to identify key targets in Japan to improve perception
• Owning the execution of the strategy to improve perception in Japan, while ensuring global coherency, developing a roadmap with key projects and associated KPIs to deliver progress
• Building and strengthening relationships with third-party organizations and advocacy groups, identifying new opportunities for partnership and launching those partnerships
• Embracing experimentation with country-appropriate storytelling and creative communications to educate and excite external partners and leveraging shared resources and learnings to drive scale at speed
• Identifying and exploring any gaps between perception and reality, and work to ensure team is leveraging voice of the customer (VoC) qualitative and quantitative data to influence technical solutions to deliver solutions for Japanese stakeholders
• Effectively cascading initiatives throughout the organization and across teams by setting a bold direction and energizing their team to follow and deliver quality results by defining, implementing, and monitoring effective mechanisms, processes, and metrics to measure success
• Ensure critical and time-sensitive escalations from intellectual property owners are handled quickly, resolved and escalated with appropriate teams and to the correct leaders
• Attracting, engaging, and retaining a diverse team, as well as leading through others
• Participating in external meetings, conferences, and other external moments focused on these issues and targets, which may include frequent domestic travel
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!
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Basic Qualifications
- Bachelor’s degree 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.
- Fluency in Japanese and English.
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.