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Head of Shopping Experience, Hardlines


London, United Kingdom


We’re looking for someone to drive improvements in the shopping experience for customers across UK and EU. This is a complex, multifaceted role that included pan-UK and pan-EU responsibilities and requires you to identify key customer needs, then work with a wide range of teams to develop, build and launch solutions to address those needs. You will be the interface between UK/EU retail businesses and a wide variety of tech teams, working on a programme of improvements and directly driving the roadmap of multiple teams, including owning the EU Hardlines CX roadmap. You will instigate and own pan-Hardlines initiatives to improve the key elements of the customer journey, including Traffic channel optimization, improved Search experience and Detail Page content. This is a highly visible role of considerable scope and complexity which will have a significant impact on customer experience and Amazon Europe as a whole, given Hardlines is >50% of Amazon’s Retail business. You will lead a team of technical experts, who are focused on optimizing customer journeys to increase customer engagement and conversion, plus working cross-functionally with numerous other teams in the UK, EU, US and India, including product management, vendor management, marketing, content management, finance and software development.


The role requires someone who is flexible, detail-oriented, thrives on ambiguity, and can drive results across cross-functional groups. You will need to support your positions with hard data and dive deep to understand the product, our business, the competitive landscape and customer behaviour/needs.


You will demonstrate a mix of project management, analytical, relationship management, organisational and problem-solving skills. You will work autonomously, make smart decisions and be seen as an expert in your field.


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