Youssef Gannay

In my leadership role, I oversee the EMEA network across Outsourced Partners sites, playing a pivotal role in optimizing our customer service network. I ensure outsourced vendors meet performance expectations. My strengths lie in cultivating robust vendor relationships, introducing innovative programs, driving operational excellence, negotiating contracts, collaborating with Deliveroo teams for an enhanced customer experience.

As the person responsible for overseeing the French and Belgium delivery network, both across OS Partners and In-House sites, I play
a crucial role in enhancing the performance of our customer service network. One of my key responsibilities is to ensure that our
outsource partners meet the established service level and performance expectations by implementing action plans that align with
global standards and processes. In addition, I work to foster strong vendor relationships, introduce new programs, promote
operational excellence, negotiate contracts, collaborate with Amazon teams to enhance the customer experience, and expand our
range of product offerings.

I was responsible for managing relationships with the entire EMEA delivery network, including both OS Partners and In-House captive
sites, to drive the performance of the EMEA SPS business as a network. My role entailed a comprehensive view of Amazon SPS
performance across EMEA, and I ensured that our outsource partners and captive centers met the established service level inputs by
implementing action plans aligned with global standards and processes. To ensure consistency, I owned programmatic performance
insights and inspection mechanisms, which allowed me to execute on the action plans. I also played a fundamental role in the
planning and performance of operational and customer metrics, creating a positive impact and contribution to the successful delivery
of Amazon Selling Partner Support Ops goals and objectives.

In my role, I was responsible for managing relationships between department-specific vendors and Group/Corporate contacts for our
European operations. This involved serving as a liaison between department-specific vendors and various European Enterprise
Holdings teams, such as contact centers, corporate departments, field services, field operations, group rental management, franchise
partners, senior management, business management, and sales. I played a key role in corporate-wide customer service and sales
initiatives and special projects, which gave me exposure to all departments, senior management, and business lines.

I was responsible for overseeing the strategic EMEA and Canadian accounts, developing the business, managing staffing, key
performance indicators, and financial performance of a call center. My team consisted of two deputy site directors, five operations
managers, and over 900 customer service representatives. As the leader of the site, I was directly responsible for all aspects of the
operation, including team motivation and morale, health and safety, facilities, and budgeting. I was accountable for ensuring the
center delivered the required service levels and operational key performance indicators, including measures of effectiveness,
employee engagement, and customer satisfaction. I provided strong leadership to the call center and maintained high standards
through an effective performance management program.

I managed Amazon customer service team supporting French and French-Canadian market (+ 400 HC). I set the vision,
direction, and culture of my teams while finding ways to work towards Amazon’s mission of being the most customer centric
company on earth. I was responsible for the overall direction, coordination, quality and productivity of the French team. In
charge of driving process improvements, and keeping pace with the company growth while motivating others to meet the
challenges of an extremely customer focused and metrics driven environment.