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The EU Heavy/Bulky & Services team (HBS) is building a world-class shopping experience for heavy, bulky, and high consideration purchases (TVs, furniture, refrigerators, and more).

We are currently looking for a Content Strategist and Developer to join the HBS team. The position will be responsible for planning, creating, and delivering help content both to external customers on our website, as well as internal Customer Service Associates across our five EU marketplaces (UK, DE, FR, IT, ES). The position can be based in our offices in Munich, Milano, Paris or Madrid.

In this position, you will act as the ‘voice of Amazon’ and will be responsible for all customer-facing and internal documentation, including but not limited to online Help pages and Knowledge Centre documentation for Customer Service Associates. You will support the fast-paced roll out of HBS initiatives across EU, ranging from new Service offerings to improved Return processes, by developing help pages and customer service policies and procedures. In this position, you will have a significant impact on Customer Experience in the HBS product segment.

To excel in this position, you will be comfortable in a fast-paced, high-energy environment. You must be used to dealing with tight deadlines and internal stakeholders, and have a proactive approach to problem solving. You will have experience digging into data to discover pain points and developing content strategy that solves those problems. And, most importantly, you have deep expertise in help and support content, including writing, production, and strategy.

Key Responsibilities:

  • Drive content projects for their entire lifecycle from planning through post-launch measurement
  • Find and execute strategies to improve content accessibility, quality, maintainability, and usability
  • Continually assess the tools, technology and processes used for content management, with full responsibility for change management when needed
  • Build and leverage strong relationships with multiple stakeholders to deliver complex, global projects
  • Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development

BASIC QUALIFICATIONS

  • Exceptional writing skills and several years of experience creating and editing help content – with a portfolio to demonstrate it
  • Native in either German, Spanish, Italian or French, combined with excellent oral and written English.
  • Proven experience of managing global projects in tight deadlines, while working in a multi-lingual team
  • Experience with content management systems (DITA-based systems preferred)
  • Ability to think clearly, analyze quantitatively, problem-solve, and prioritize
  • Intermediate HTML and XML (XMetaL and Oxygen) skills and experience with publishing tools and industry-standard Content Management Systems (CMS)

PREFERRED QUALIFICATIONS·

  • Experience creating content optimized for search (SEO) and for multiple channels
  • Understanding of translation processes
  • Ability to use hard data and metrics to back up assumptions and develop hypothesis
  • Knowledge of A/B testing and measuring content performance
  • Comfortable questioning the status quo and existing practice

Sounds interesting? We look forward to your application. Please apply online and upload your CV and a letter of motivation in one document (max. 5 MB).

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

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