Senior Customer Experience Operations Specialist

JD.COM; Rotterdam; On-site; EUR 50,000 - 70,000; Full time

Job summary

A leading online retail company in Rotterdam is seeking a Senior Customer Experience Operations Specialist to enhance user experiences and optimize operations. Candidates should have over 3 years in e-commerce or retail with strong data analysis skills. The role requires cross-functional collaboration, proficiency in English, and the ability to independently manage customer experience metrics. Competitive salary and growth opportunities are offered.

Qualifications

• 3+ years of experience in e-commerce or retail customer experience operations.
• Proficiency in English (spoken and written).
• Strong initiative and independent thinking.

Responsibilities

• Understand user scenarios to drive experience improvements.
• Conduct audits and identify user experience issues.
• Collaborate to resolve daily experience problems.

Skills

User research

Data analysis

Problem-solving

Cross-functional collaboration

Communication

Education

Bachelor’s degree

Tools

Advanced Excel

Power BI

SQL

Job description

Senior Customer Experience Operations Specialist

Joybuy is JD.com's online retail business in Europe. Joybuy is an online retailer which places the customer at the heart of everything it does. Its slogan, “Don’t just buy, Joybuy,” perfectly captures its mission to fulfill Joybuy customer’s needs and provide a service that is easy and convenient, but also enjoyable and fun.

Job Responsibilities:

• Deeply understand user scenarios and maintain a strong customer experience perspective to drive improvements and optimizations from both proactive and reactive angles.
• Establish monitoring mechanisms for experience-related issues, conduct regular end-to-end experience audits, and promptly identify and report abnormal user experiences in business operations.
• Collaborate cross-functionally to follow up on daily experience issues, provide solution recommendations, drive implementation, and verify final improvement outcomes.
• Support and guide frontline teams in risk management, staff training, and process optimization.
• Leverage intelligent tools to enhance internal and external service processes.
• Take ownership of customer experience metrics and negative feedback on domestic and international social media, with the ability to independently close the loop on issues.

Job Requirements:

• Bachelor’s degree or above, with 3+ years of experience in e-commerce or retail customer experience operations, user research, or Voice of Customer (VoC) analysis.
• Cross-border industry background is a plus.
• Proficiency in English (spoken and written).
• Skilled in data analysis tools, including: Advanced Excel (pivot tables, VLOOKUP), Basic SQL queries, BI visualization tools such as Power BI.
• Strong initiative, independent thinking, and problem-solving abilities.

We are an equal opportunities employer and welcome applications from all qualified candidates.