Strategic Seller & Customer Support Leader

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

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.