Key Account Manager

JD.COM; Jakarta Pusat; On-site; IDR 300,000,000 - 600,000,000; Full time

Job summary

JD.COM is seeking an experienced professional to establish and manage customer operations for its Indonesia business in Jakarta. You will oversee the full cycle of customer development, maintain key client relationships, and ensure compliant service delivery across local channels.

The role requires deep knowledge of Indonesian market rules, strong negotiation skills, and ability to work with cross-border teams. Fluency in Bahasa Indonesia and Chinese is mandatory, with English as a plus.

Qualifications

• Experience establishing and managing customer operation systems.
• Ability to interpret Indonesian market policies and local regulations.
• Strong negotiation and contract follow-up capabilities.
• Analytical skills for market and customer data reporting.

Responsibilities

• Establish and implement customer management and service compliance for Indonesia operations.
• Develop and maintain relationships with industrial customers, distributors, and end clients.
• Monitor Indonesian policy updates and market competition; translate into actionable strategies.
• Resolve customer disputes, contracts, and order issues; act as local representative.
• Coordinate with sales, supply chain, and finance to optimize processes and reduce costs.
• Prepare regular KPI reports on customer development, orders, satisfaction, and market data.

Skills

Customer management

Contract negotiation

Market policy knowledge

Data analysis

Excel proficiency

Education

Professional certificates in international trade or related field

Tools

Excel

Job description

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.
• 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.