Internal Communication Programme Manager - FTC
|Job Title:||Internal Communication Programme Manager - FTC|
|Job Published:||January 19, 2021 18:33|
Amazon is seeking a talented Internal Communication Programme Manager as part of the EU Customer Service Communication team for a 11 month contract (maternity leave cover). This role is responsible for EU Customer Service (CS) communications strategy and programs and the implementation of global communications programs across the EU CS network. The role acts as an enabler for the CS leaders and operations teams to effectively communicate and for key information to be cascaded consistently and smoothly throughout EU CS.
This position will drive the consistent messaging of our unique Amazon culture and customer obsession to both internal CS sites, and external partners. This role will ensure that all messaging reinforces our culture and that we have consistent, intentional themes threaded throughout our communications. The role will identify appropriate communications channels ('All hands' meetings, video messages, newsletters, blogs, internal social media tools, team meetings, etc.), create content and teach others how to deliver that content.
The development of strong working relationships with senior leaders, specifically the Director, site and operational leaders (B&M, VCS and external partners) to provide counsel and support is critical for this role. The ability to understand the needs of a wide range of internal stakeholders, from leaders to CSAs, and to influence leaders and peers is also key to the success of this role. This role requires someone who is able to balance the needs of leaders, sites and CSAs, ensuring consistency across EU sites, while not losing sight of the unique needs of each site. This role requires a self-starter who can lead the development of (or leverage existing) programs, systems and tools to ensure consistency in thematics, timing and delivery, and efficiencies in communications across the EU CS network. The following Leadership Principles are of most importance to this role:
Customer obsession - Ensure all communications are CSA-centric, and reflect our customers.
Earns Trust - A strong sense of judgement and ability to provide counsel based on significant experience are critical in building trust with stakeholders.
Bias for Action - This role requires the ability to act quickly (but in a considered manner) and to advise that a proposed course of action is not appropriate, offering alternative solutions to achieve the desired outcome.
Ownership - This role requires a strong sense of ownership of projects and deliverables.
Specifically, the responsibilities of this role include:
Align EU CS communication with the WW CS communication.
Develop and execute highly innovative EU internal communications strategies, messages and tactics to engage a dynamic employee base.
Proactively build and manage relationships with key senior internal stakeholders across a range of businesses and geographies.
Provide expert internal communications counsel to EU leaders and diverse groups within the organization.
Use internal communications tools including blogs, email, video, and social media tools to engage the EU CS workforce.
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 plans for major change initiatives.
Develop and drive the execution of multiple business plans and campaigns for internal communications.
Identify and implement new and innovative communication ideas.
Train leadership teams on written, verbal, and visual communication strategies.
· Proven experience of working in a corporate communications role, preferably with internal communications experience · Excellent written and oral English communications skills · Good business judgement · Experience of working in a large-scale (preferably global) organization · A proven track record of developing highly-creative and impactful communications programs · Experience of large-scale events management and project management · Innovative and creative · A team player spirit, able to work with others to achieve a common goal · Ownership at their core - able to own all tasks and projects to completion · Organizational skills - used to simultaneously working on several projects at any one time · Time management skills
· Excellent track record of influencing organizations through a communications plan · Experience developing creative, effective approaches to difficult communications challenges and measuring their impact · Comfortable dealing with ambiguity and able to form a cohesive and effective outcome from potentially incongruous facts (or lack thereof) and individual perspectives
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