At a Glance
- Tasks: Lead initiatives to enhance Seller and Customer Experiences in a dynamic e-commerce environment.
- Company: Join JD.com, a diverse and inclusive workplace committed to equal opportunities.
- Benefits: Competitive salary, professional growth, and a supportive team culture.
- Other info: Opportunity to work with a passionate team and drive meaningful change.
- Why this job: Make a real impact by improving experiences for sellers and customers alike.
- Qualifications: Experience in e-commerce support management and strong analytical skills.
The predicted salary is between 50000 - 65000 £ per year.
Key Responsibilities
- Lead strategic support initiatives to continuously enhance both the Seller Experience (SX) and Customer Experience (CX).
- Own and evolve the VoS program, capturing user sentiment and identifying critical friction points to drive systemic change.
- Act as a strategic bridge to the Product Team, translating support data and front-line insights into actionable feature requests.
- Oversee all marketplace support functions to ensure high-quality, efficient resolutions for both sellers and customers.
- Analyse support trends to proactively identify and implement opportunities for automation, self-service, and process scaling.
Qualifications
- Extensive background in e-commerce support management, with a specific focus on the unique dynamics of two-sided B2B or B2C marketplace ecosystems.
- Demonstrated success in enhancing Seller Experience (SX) and Customer Experience (CX) through strategic process improvements and support frameworks.
- Proven experience in designing and owning 'Voice of the Seller' (VoS) or 'Voice of the Customer' (VoC) programs to capture and interpret user sentiment.
- Highly skilled in translating raw support data, including NPS and CSAT metrics, into actionable insights and high-level reports for senior stakeholders.
At JD.com, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.
Seller and Customer Support Manager in Harrow employer: JD.COM
At JD.com, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to excel in their roles. As a Seller and Customer Support Manager, you will benefit from comprehensive professional development opportunities, a collaborative culture that values innovation, and the chance to make a significant impact on both seller and customer experiences in the thriving e-commerce sector. Our commitment to diversity and equal opportunity ensures that every team member can contribute meaningfully and grow within the company.
StudySmarter Expert Advice🤫
We think this is how you could land Seller and Customer Support Manager in Harrow
✨Tip Number 1
Network like a pro! Reach out to people in the e-commerce space, especially those who work in support management. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in enhancing Seller and Customer Experiences. Use real examples to demonstrate how you’ve tackled challenges in previous roles.
✨Tip Number 3
Get ready for interviews by brushing up on your knowledge of VoS and VoC programs. Be prepared to discuss how you've used data to drive improvements and what strategies you’d implement at JD.com.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at JD.com.
We think you need these skills to ace Seller and Customer Support Manager in Harrow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in e-commerce support management. We want to see how your skills align with enhancing both Seller Experience (SX) and Customer Experience (CX).
Showcase Your Data Skills:Since we value data-driven insights, include examples of how you've used metrics like NPS and CSAT to improve support processes. This will demonstrate your ability to translate raw data into actionable strategies.
Highlight Your Strategic Thinking:We’re looking for someone who can act as a bridge between support and product teams. Share instances where you’ve successfully identified friction points and implemented changes that made a real difference.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at JD.COM
✨Know Your Seller and Customer Experience
Dive deep into the nuances of Seller Experience (SX) and Customer Experience (CX). Be ready to discuss specific strategies you've implemented in past roles that enhanced these experiences. This shows you understand the core of the role and can bring valuable insights.
✨Master the Voice of the Seller and Customer
Familiarise yourself with the concepts of Voice of the Seller (VoS) and Voice of the Customer (VoC). Prepare examples of how you've captured user sentiment and translated it into actionable improvements. This will demonstrate your ability to bridge the gap between support data and product development.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've analysed support trends in previous positions. Bring examples of how you've identified opportunities for automation or process scaling. Highlighting your analytical mindset will show that you're proactive and results-driven.
✨Communicate Effectively with Stakeholders
Think about how you've communicated insights to senior stakeholders in the past. Prepare to share examples of high-level reports you've created from raw support data, like NPS and CSAT metrics. This will illustrate your ability to convey complex information clearly and effectively.
