Key Account Manager

JD.com Inc.; Jakarta Pusat; On-site; IDR 250,000,000 - 450,000,000; Full time

Job summary

JD.com Inc. is seeking a senior role to establish and manage Indonesian customer operations, ensuring compliant processes across sales, service, and post-sales support.

The role requires fluency in Indonesian and Chinese, with English as a plus, and entails close collaboration with local teams to optimize delivery and customer satisfaction. You will lead end-to-end customer development, monitor market changes, and provide strategic guidance for new business opportunities in Indonesia, while

Qualifications

• Fluent in Bahasa Indonesia and Chinese for independent business negotiation and daily communication.
• English proficiency is a plus for cross-border collaboration.
• Experience with market policy interpretation and cross-border business is preferred.

Responsibilities

• Establish and implement customer management and service compliance system in Indonesia.
• Lead full-cycle customer development, maintenance, and deep operation for Indonesian market, including industrial customers, distributors, and end clients.
• Conduct demand mining, negotiations, and contract follow-ups; optimize cooperation solutions and increase repurchase rates.
• Track Indonesian industry policies, competition, trade regulations, and customer needs; adapt strategies accordingly.
• Organize internal training and feasibility analyses for new customer development and expansion; manage emergencies and disputes.
• Represent the company locally to negotiate with customers, industry bodies, and partners; minimize losses.
• Collaborate with sales, procurement, supply chain, finance and operations to optimize delivery, after-sales, and service processes; improve efficiency.
• Prepare regular KPI reports on customer development, orders, satisfaction, and market data to inform regional decisions.

Skills

Fluent in Bahasa Indonesia and Chinese

English proficiency

Tools

Excel

Job description

n Work Location: Jakarta Luminary Tower 59floor, Jl. M.H. Thamrin No.10, RT.5/RW.1, Kb. Melati, Kecamatan Tanah Abang, Kota Jakarta Pusat, Daerah Khusus Ibukota Jakarta 10230

Language Requirements: Fluent in Bahasa Indonesia and Chinese (verbal & written, mandatory). Proficient in English is a significant plus.

Job Responsibilities

Fully establish and implement customer management and service compliance system for the company’s Indonesia local business.

Be proficient in Indonesian market policies, industry regulations and local business customs, ensure standardized and compliant development of local customer operation, product sales and after-sales service business, and effectively control customer cooperation risks, business disputes and localized operational risks.

Take charge of full-cycle customer development, maintenance and deep operation in Indonesia market, cover industrial customers, channel distributors and end clients.

Conduct customer demand mining, business negotiation, contract confirmation and order follow-up, optimize customer cooperation solutions, and continuously improve customer stickiness and repurchase rate.

Keep real-time track of updates on Indonesian industry policies, market competition dynamics, local import and trade regulations, and customer demand changes.

Deliver localized market policy interpretation and business coping strategies, organize internal market and customer service training, and conduct pre-assessment and feasibility analysis for new customer development and new business expansion.

Independently handle all kinds of emergency customer and business issues such as customer complaint handling, contract disputes, order abnormal problems and project cooperation obstacles.

Act as the company’s local representative to communicate and negotiate with Indonesian local customers, industry institutions and cooperative parties to resolve business conflicts and minimize company losses.

Collaborate with domestic sales, procurement, supply chain, finance and local operation teams to optimize order delivery, after-sales support and customer service processes, improve overall business operation efficiency, and reduce localized operation and customer maintenance costs.

Compile regular market and customer KPI reports covering customer development volume, order completion rate, customer satisfaction, market sales data and abnormal problem statistics to support regional business decision-making.

Job Requirements：Mandatory Language Skills:

Mandatory Language Skills: Fluent in business Indonesian and Chinese (oral and written) for independent business negotiation, daily customer communication, email correspondence and cross-border team meetings.

Proficient in English is a prominent advantage.

In-depth knowledge of Indonesian local market rules, trade policies, customer consumption habits and industry competition landscape.

Familiar with full-process cross-border business cooperation, local channel operation and customer dispute handling mechanisms, with rich practical experience in complex customer maintenance and key account project negotiation.

Experienced in managing local channel distributors, cooperative partners and customer service teams.

Possess strong market insight, risk identification capability, rigorous business awareness, and the ability to independently solve complex customer and market operation problems.

Excellent cross-cultural communication and cross-departmental collaboration skills, high stress tolerance, flexible market coping ability and result-oriented mindset.

Proficient in Excel for market data analysis, customer data sorting and regular report generation.

Preferred qualifications: Familiar with the investment and operation model of Chinese enterprises in Indonesia and the internal collaboration logic of Chinese-funded overseas enterprises; holding professional certificates in international trade, marketing or related fields is a plus.n