Sr. Mgr., External Affairs, Customer Trust External Relations

Customer Trust External Relations (CTXR) ensures global thought-leaders brands policymakers regulators and media understand how Amazon delivers Earths 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.

Were 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 Japan-specific strategy and deliver in-country. You will be an integral part of a global team working on improving perception in Japan of Amazons 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 Amazons stores.

You will be responsible for solidifying Amazon as a leader in Japans 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 influential (or industry stakeholders) 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) improved satisfaction and perception among key Japanese 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 Japan 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 Japans 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 customers shopping experience. We look forward to having you on the team!

Selling Partner Services

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- Bachelors 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.

- 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.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.