Program Manager – 3PL After Sales and Reverse Logistics

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

Job summary

JD.COM in Milton Keynes is seeking a Program Owner within the Last Mile Delivery Team to lead a European-scale program strengthening JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience.

You will drive strategic capability improvements, refine Europe-wide after-sales logistics strategy, define standards, collaborate with stakeholders, and monitor KPIs to ensure fast, reliable returns and high tracking accuracy.

Qualifications

• Fluent English;
• 5+ years of professional experience in the field;
• Bachelor’s degree or higher;
• Experience in last mile delivery sector, ideally returns/reverse logistics;
• Proficient in Office software and strong data analysis skills;
• Strong sense of responsibility, communication and coordination abilities; ideally in a multi-cultural environment.

Responsibilities

• Lead a core program with European scope in After Sales and Reverse Logistics.
• Refine European After Sales logistics strategy and own execution.
• 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 return SLAs.
• Aim for high parcel tracking information accuracy and 3PL pick-up rate across Europe.
• Perform deep dives to identify potential improvements and drive fast execution.
• Monitor After Sales KPIs and ensure data and action plans are tracked.
• Execute daily/weekly KPI monitoring including root-cause analyses and management reporting.

Skills

Data analysis

Communication

Coordination

Problem solving

Multi-cultural experience

Education

Bachelor's degree or higher

Tools

Office suite

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.