Senior Account Manager , Amazon Pick up and Returns

Overview

Amazon Pickup & Return Points (PARP) is an alternative delivery solution offering convenient pickup and return options to Amazon customers through Lockers and Counters. As the Senior Account Manager, you will manage complex partner relationships, expand our Locker/Counter network, drive strategic growth across the UK, maintain high quality standards, and present ideas to leadership to improve customer experience. You will handle major partners across retail, grocery, shopping centre, and transportation sectors while managing the end‑to‑end Locker and Counter network.

You start the day reviewing network performance dashboards and network health across your portfolio. You discuss contract negotiations with a strategic partner, then sync with Tech and Product on key initiatives. Later you build a business case for Director review, leveraging AI tools to analyse performance data and shape next quarter's expansion plan. Each day you drive growth, solve for customer experience, and represent PARP at the highest levels.

• Own and drive executive‑level relationships with C‑level stakeholders across complex partner organisations.
• Lead high‑value, multi‑stakeholder contract negotiations, including commercial terms, SLAs, and network expansion agreements.
• Manage the full Locker and Counter network lifecycle – performance optimisation, expansion strategy, and operational excellence.
• Conduct market analysis and forecasting to shape strategic decisions and present recommendations to senior leadership.
• Drive network development and roll‑out, maintain and optimise current operations, conduct performance reviews, and manage contract renewals.
• Work cross‑functionally with internal teams (Tech Ops/Installation, Retail, Finance, Marketing, Business Planning, Legal, Product Management, Tech).
• Lead business expansion, route‑to‑market strategies, and new product/service launches.
• Drive offline marketing and advertising campaigns with location partners.
• Leverage AI tools and automation to drive efficiency, generate insights, and improve decision‑making.
• Ensure best‑in‑class customer experience across all Pickup and Return locations.

• Bachelor’s degree in business, data science, public administration, finance, engineering, human resources, or related field.
• Experience working with and presenting to C‑level executives, IT, and lines of business across organisations.
• Knowledge of general AI tools.
• Experience in ownership of projects and communicating timelines and executing independently.
• Excellent oral and written communication skills.
• Experience in data analysis, with the ability to interpret and draw insights from data to inform decision‑making processes.
• Experience in account management, business development, or partner management.
• Experience in logistics, last‑mile delivery, or retail network management.
• Experience in Locker/Counter scale‑up or similar large‑scale operational projects in last‑mile space.
• Track record of using AI and automation to improve processes and drive efficiency.

The Pickup and Return Points (PARP) team sits within Amazon Logistics and builds and scales Amazon’s alternative delivery network across the UK. We manage Lockers and Counters through strategic partnerships with major retailers, grocery chains, shopping centres, and transportation hubs. Our mission is to give customers more convenient options to pick up and return their parcels while contributing to Amazon’s sustainability goals by consolidating deliveries, reducing failed delivery attempts, and lowering last‑mile carbon emissions.

We operate at the intersection of partner management, network expansion, quality, and customer experience, working closely with Ops, Quality, Tech, Product, Finance, and Retail teams to deliver  are a high‑performing team that values ownership, moves fast, and isn’t afraid to challenge the status quo.

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