Program Manager – 3PL After Sales and Reverse Logistics

JD.COM; Coventry; On-site; GBP 70,000 - 110,000; Full time

Job summary

JD.COM in the United Kingdom is seeking a Program Owner to lead a European-first Last Mile Delivery program, strengthening JD Logistics After Sales and Reverse Logistics and directly enhancing customer experience. You will drive strategic capability improvements, align with Leadership Team and Country Teams, define standards, and optimize returns flows with 3PLs and warehouses across Europe.

The role requires 5+ years in the last mile/logistics sector, a Bachelor’s degree or higher, fluent

Qualifications

• Language: fluent English.
• 5+ years of professional experience.
• Bachelor's degree or higher.
• Experience in last mile delivery sector, returns/reverse logistics.
• Proficient in Office software and strong data analysis skills.
• Strong communication, coordination and problem-solving abilities; multicultural environment.

Responsibilities

• Lead a core European program to strengthen JD Logistics After Sales and Reverse Logistics capabilities.
• Refine European After Sales logistics strategy in alignment with Leadership Team, Country Teams and other key stakeholders.
• Collaborate with internal stakeholders to identify structural customer experience improvements.
• Define, standardize and improve After Sales and Reverse logistics frameworks and processes.
• Partner with Warehouse, Procurement or Solution Teams to enhance After Sales logistics flows and optimize returns SLA with 3PLs and Warehouses across Europe.
• Achieve high parcel tracking information accuracy and 3PL pick-up rate across Europe.
• Execute deep dives to identify potential improvements and align with stakeholders.
• Performance monitoring and improvements; manage After Sales KPIs and action plans.

Skills

English fluency

Data analysis

Education

Bachelor's degree

Tools

Microsoft Office

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.