Program Manager – 3PL After Sales and Reverse Logistics

JD.COM; Coventry; On-site; GBP 80,000 - 110,000; Full time

Job summary

JD.COM is seeking a Program Owner in the Last Mile Delivery Team to lead a core European program that strengthens JD Logistics After Sales and Reverse Logistics, improving customer experience. You will work with Leadership Team, Country Teams and stakeholders to refine strategy, define standards, and execute improvements in After Sales and reverse logistics.

The role requires fluent English, 5+ years in the field, a bachelor's degree, and strong data analysis and communication skills in a

Qualifications

• 5+ years of professional experience in last mile delivery or reverse logistics.
• Bachelor's degree or higher.
• Proficient in data analysis and office software.

Responsibilities

• Lead a core European program to strengthen After Sales and Reverse Logistics.
• Refine European After Sales logistics strategy with Leadership Team and country teams; propose improvements and execute.
• Define, standardize and improve After Sales and Reverse Logistics frameworks and processes to maximize customer satisfaction.
• Collaborate with internal stakeholders to identify structural customer experience improvements.
• Monitor and report KPIs; ensure actions are tracked by Country Teams.
• Perform daily/weekly KPI monitoring and root-cause analyses with management teams.

Skills

Data analysis

Communication

Project coordination

Education

Bachelor's degree or higher

Tools

Office software

Job description

As a Program Owner in the functional Last Mile Delivery Team, you will lead a core program with European scope to strengthen JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience. Your focus will be on:

• Strategic capability improvements
• Refine European After Sales logistics strategy in alignment with Leadership Team, Country Teams and other key stakeholders. Propose improvements and own execution.
• Collaborate with internal stakeholders to identify structural customer experience improvements
• Process definitions and execution of standards
• Define, standardize and improve After Sales and Reverse logistics frameworks and processes, ensuring highest customer satisfaction.
• Partner with Warehouse, Procurement or Solution Teams to enhance After Sales logistics flows, eg. by optimizing the return SLA with 3PLs and Warehouses to reduce parcel return time
• Achieve high parcel tracking information accuracy and 3PL pick-up rate across Europe
• Execute deep dives to identify potential, align them with stakeholders and execute fast
• Performance monitoring and improvements
• Manage After Sales KPIs by ensuring that Country Teams receive KPI data and actions plans are tracked and followed
• Execute daily/weekly KPI monitoring including the reporting of root causes and corrective actions. This includes Country and Management Teams

Requirements

• Language Requirements: Fluent spoken and written in English
• More than 5+ years of professional experience in respective field
• Education: Bachelor's degree or higher
• Experience in last mile delivery sector, ideally in returns/reverse logistics role
• Proficient in Office software and strong data analysis skills
• Possess a strong sense of responsibility, strong communication and coordination skills, logical thinking and proven problem-solving abilities; ideally in a multi-cultural environment.