Customer Manager

Online and Telesales Operations: Develop online and telesales strategies in line with company objectives, manage operations and agent teams, explore new business models, enhance agent capabilities, and drive stable business growth and productivity improvement. Customer Churn and Team Diagnosis: Monitor customer churn and investigate root causes, organize and archive records, follow up on group tasks; develop team performance evaluation plans, assess progress on KPIs, and analyze and resolve abnormal issues. Customer Experience and Management: Deeply understand and resolve customer issues to improve experience, take responsibility for customer retention; develop tiered management strategies to drive project execution; empower, manage, and support subordinate account managers. Regional Customer Management: Analyze market trends and develop strategies, manage customer relationships, collect market intelligence, collaborate on process optimization, conduct satisfaction surveys, and enhance business capabilities and customer satisfaction. Data and Business Management: Build sales data dashboards for analysis, implement tiered customer management, provide full lifecycle customer support, manage contract risk and compliance, and plan product positioning. Regional KPIs and Product Iteration: Take responsibility for achieving regional business targets, formulate and drive business strategies, analyze data, benchmark against the market to iterate products, and oversee the execution of special projects. Customer Data Processing: Collect and clean customer data across the full lifecycle, conduct in-depth analysis and generate reports, build BI dashboards for visual presentation, and provide insights and recommendations to support decision-making.

At JINGDONG Logistics, 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.