Project Highlight
Amazon Pickup & Returns
Helping Amazon power their customer experience with pickup, return, and package services across multiple locations.
The Client
Amazon Pickup & Returns builds partner relationships to expand and strengthen the Hub network, while creating a seamless and sustainable package pickup and return experience. Their vision is to empower Amazon customers with convenient package services no matter where they live, work, or visit.
Key skills deployed: cross-functional team management, creative production, resource and timeline management, workflow and process improvement, stakeholder communication
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The Creative Process & Project Execution
As the Project Manager, I handle everything from start to finish. This client typically provides detailed creative briefs. My job is to understand these briefs and align the scope with our internal team.
The biggest challenges? Tight deadlines and budgets, as this is a non-revenue generating team at Amazon. I work closely with our internal teams to accurately scope projects, ensuring they stay on schedule and within budget.
Moreover, I proactively gather and analyze all necessary information to anticipate challenges and allocate resources efficiently, and continue to look for ways to improve workflows and processes.
This approach ensures sustained success, innovation, and client satisfaction.
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Collaboration and Cross-Functional Leadership
Collaborating with this team is both unique and rewarding. The client team members have design backgrounds, which means they are specific in their creative visions. As always, Amazon’s high standards must be met. To accomplish this, I draw on my 10+ years of experience in marketing design and visual communications to proactively anticipate gaps and problems, and perform quality control after assets are finished. Detail-oriented and thorough, I’ve consistently impressed this client team and ensured they return for more projects!
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Impact & Results
Since Pickup & Returns is a non-revenue-generating division, impact is measured through engagement and usage metrics. For instance, after a recent campaign for the UEFA Soccer Championships, early data has already shown a significant uptick in locker usage. But the best indicator of success is that the client keeps coming back. I also helped my agency receive a 9/10 net promoter score, reflecting extremely high favorability.
Working with the Amazon Pickup & Returns team has challenged me to be laser-focused in my attention to detail and truly exemplify the motto “do more with less.” I’m grateful for the continuous learning opportunities and will apply these lessons to ensure that future projects are more sustainable and innovative, and clients are more satisfied.