Job description
Role Overview
Client Manager at JINGDONG Logistics, part of JD.com. Location not specified in the source.
Company Overview
JINGDONG Logistics is a technology-driven supply chain and logistics solutions provider under JD.com, built on expertise in automation, smart fulfillment, and data intelligence. The company operates end-to-end logistics services including warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations. JINGDONG Logistics manages more than 3,600 warehouses with over 34 million square meters of space and operates 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by global brands JoyLogistics and JoyExpress.
Role Purpose
The Client Manager drives customer experience improvement and business growth by analyzing customer needs and industry trends, leading cross-departmental collaboration, and implementing strategic and operational enhancements that strengthen competitiveness and enhance customer satisfaction.
Key Responsibilities
Strategy Optimization and Execution
- Conduct in-depth analysis of customer needs and industry trends to formulate customer experience improvement strategies.
- Optimize service processes by addressing high-frequency customer complaints and business pain points.
- Collaborate with business departments to drive process and system optimization that enhances customer satisfaction and loyalty.
Team Management and Talent Development
- Oversee team daily operations and establish performance goals and evaluation mechanisms.
- Organize business training and skills development programs to build a high-performing collaborative team.
- Ensure the team meets service standards and achieves performance objectives.
Business Innovation and Cross-Departmental Collaboration
- Monitor industry trends and evolving user needs to explore innovative service models, including omni-channel services and personalized experiences.
- Partner with product, technology, and operations departments to integrate resources.
- Implement innovative solutions that strengthen business competitiveness.
Data-Driven Decision Making and Risk Management
- Track and analyze customer experience metrics such as satisfaction scores and response times.
- Identify improvement opportunities based on data analysis.
- Implement risk warning mechanisms to manage emergency customer complaints and sudden public opinion crises.
- Mitigate business risks while optimizing operational efficiency.
Additional Information
- JINGDONG Logistics is an equal opportunity employer committed to building a diverse and inclusive workplace.
- Employment decisions are made without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.