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 high-quality results.
- Benefits: Competitive salary, growth opportunities, and a collaborative team culture.
- Other info: Be part of a fast-paced team that values ownership and innovation.
- 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 - 60000 £ per year.
About The Team
You’ll be joining the JD.com team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.
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 employer: JINGDONG RETAIL (UK) LIMITED
At JD.com, we pride ourselves on fostering a collaborative and inclusive work environment that empowers our employees to take ownership of their roles. As a Seller and Customer Support Manager, you will benefit from extensive professional development opportunities while working in a dynamic e-commerce landscape that values innovation and high-quality results. Our commitment to diversity ensures that every voice is heard, making JD.com an exceptional place for meaningful and rewarding employment.
Contact Details:
JINGDONG RETAIL (UK) LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Seller and Customer Support Manager
✨Tip Number 1
Network like a pro! Reach out to people in the e-commerce space, especially those who work at JD.com. A friendly chat can open doors and give you insider info on the company culture and what they really value.
✨Tip Number 2
Prepare for the interview by diving deep into the Seller and Customer Experience topics. Think about how you can enhance these areas and come armed with ideas. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Don’t forget to showcase your data skills! Be ready to discuss how you've used metrics like NPS and CSAT in past roles to drive improvements. Numbers speak volumes, so let them know you can turn insights into action.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the JD.com team. Let’s get you that interview!
We think you need these skills to ace Seller and Customer Support Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Seller and Customer Support Manager role. Highlight your experience in e-commerce support management and any specific achievements that showcase your ability to enhance Seller Experience (SX) and Customer Experience (CX).
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about improving user experiences and how your background aligns with our values at JD.com. Don’t forget to mention your experience with VoS or VoC programs!
Showcase Your Data Skills:Since we value data-driven insights, make sure to include examples of how you've translated support data into actionable strategies. Mention any experience with NPS and CSAT metrics to demonstrate your analytical skills.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at JINGDONG RETAIL (UK) LIMITED
✨Know Your E-commerce Inside Out
Make sure you brush up on your knowledge of e-commerce support management, especially in B2B and B2C marketplaces. Familiarise yourself with the unique dynamics and challenges these ecosystems face, as this will show your understanding of the role and its requirements.
✨Showcase Your Strategic Thinking
Prepare examples of how you've enhanced Seller Experience (SX) and Customer Experience (CX) in previous roles. Be ready to discuss specific process improvements or frameworks you've implemented that led to measurable results. This will demonstrate your ability to think strategically and drive change.
✨Speak the Language of Data
Since the role involves translating support data into actionable insights, be prepared to discuss your experience with metrics like NPS and CSAT. Bring examples of reports you've created for senior stakeholders and how those insights influenced decision-making.
✨Emphasise Collaboration and Ownership
JD.com values collaboration and ownership, so highlight your experiences working cross-functionally, especially with product teams. Share instances where you've acted as a bridge between teams to enhance user sentiment and drive systemic change, showcasing your commitment to high-quality results.
