Seller and Customer Support Manager

JD.COM; Harrow; On-site; GBP 40,000 - 60,000; Full time

Job summary

JD.COM in Harrow, England is looking for a strategic leader to enhance the Seller Experience (SX) and Customer Experience (CX). You will own and evolve the Voice of the Seller (VoS) program and act as a bridge to the Product Team, translating insights into actionable feature requests.

Ideal candidates will have extensive e-commerce support management experience, focusing on two-sided marketplace ecosystems. The role emphasizes data analysis to enhance processes and resolve marketplace support issues effectively.

Qualifications

• Extensive background in e-commerce support management focused on marketplace ecosystems.
• Experience enhancing Seller and Customer Experience through strategic improvements.
• Skilled in designing VoS or VoC programs for user sentiment capture.

Responsibilities

• Lead strategic initiatives to enhance Seller and Customer Experience.
• Own and evolve the VoS program to drive systemic change.
• Translate support data into actionable feature requests.
• Oversee marketplace support functions for quality resolutions.
• Analyse support trends to implement automation opportunities.

Skills

e-commerce support management

process improvements

data translation

NPS and CSAT metrics analysis

Job description

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.