Marketing Response Center Manager, NAMER, Marketing Response Center

Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. AWS pioneered cloud computing and never stopped innovating which is why customers from the fastest-growing startups the largest Enterprises and leading government agencies trust us to power their infrastructure.

MRC is a direct customer engagement arm within the Marketing organization. Our mission is to learn from customers understand their needs and educate them about the benefits of AWS services to help them embark on their cloud / AI journey quickly and easily. It is a critical function within the demand progression process with the objective to profile nurture and qualify marketing leads generated from various marketing events campaigns and activities.

In this role you are responsible for coaching up-skilling early-career talent and supporting formal career paths that lead to broader marketing sales or even technical roles. You will guide your team to programmatically nurture marketing generated leads collect customer insights share voice-of-the-customer intelligence act as consultants to non-sales ready customers ultimately contributing to marketings overall mission to drive awareness consideration and conversion of our customers.

You will be a collaborator forging partnerships across the Integrated Demand Center (IDC) teams Account Based Marketing (ABM) teams Event teams regional sales teams pre-sale technical teams customer success teams to help your team create a positive customer experience across all customer-facing channels of AWS. You will work closely with operations to track campaign performance / customer journey data and hold your team to high productivity and output standards. You will foster an innovation-oriented culture within your team harnessing AI (and other suitable automation technology) to transform customer engagement in line with their needs and catalyze your teams productivity.

Key job responsibilities
Earn Trust and Deliver Results: Be a business partner and work closely with sales and marketing stakeholders to achieve unified business goals.

Dive Deep: Provide regular reporting on MRC performance and metrics to leadership stakeholders across marketing / sales and dive deep into operational data to achieve productivity performance operational excellence a stellar customer experience and improved business outcomes.

Think Big: Be a thought-leader in how AI (and other automation technologies) can simultaneously transform the customer engagement experience and catalyze your teams productivity. Partner with internal product teams and the MRC productivity acceleration team to deliver results fast using agile methodologies.

Hire and Develop the Best: Ensure each MRC Rep attains the required development milestones and acquires the necessary skills / competencies. Support the long-term path for the MRC Rep to grow and develop a meaningful career at Amazon.

About the team
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Amazons culture of inclusion is reinforced within our 16 Leadership Principles which remind team members to seek diverse perspectives learn and be curious and earn trust.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.

Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

- Experience managing teams
- Experience using data and metrics to drive improvements
- Experience building executing and scaling cross-functional marketing programs
- Experience working with multiple stakeholders at various levels and in different locales to drive alignment
- 5 years of professional non-internship marketing experience

- Experience using data and metrics to measure impact and determine improvements
- Experience with CRM tools and systems that can be leveraged to drive customer engagement - including but not limited to Adobe Salesforce Unica Marketo Exact Target Braze etc.
- Experience building executing and scaling digital programmatic campaigns from concept to completion
- Experience with Excel or Tableau (data manipulation macros charts and pivot tables)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at CA San Francisco - 119300.00 - 178500.00 USD annually
USA NY New York - 119300.00 - 178500.00 USD annually
USA TX Austin - 108400.00 - 160000.00 USD annually
USA VA Arlington - 108400.00 - 160000.00 USD annually
USA WA Seattle - 108400.00 - 160000.00 USD annually