Offline and Brand Operations at JD.com Inc

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Retail, TechnologyIndustries

Requirements

Experience in designing and refining customer service processes and standards
Ability to establish service channels and enhance response efficiency
Skills in forging partnerships with university administrations and student organizations
Expertise in developing ambassador programs and planning promotional events
Proficiency in overseeing business operations, after-sales support, and complaint resolution
Knowledge of monitoring KPIs such as response times and satisfaction rates
Capability to analyze user behavior data (e.g., FAQs, complaint types) and identify service gaps
Experience in developing optimization plans and digitizing workflows
Ability to communicate company values through communities and events
Strong cross-team collaboration skills with Marketing, Customer Service, and other departments

Responsibilities

Design and refine campus-specific customer service processes and standards based on user needs
Establish dedicated campus service channels (e.g., on-campus service hubs, online forums) to enhance response efficiency and professionalism
Forge alliances with university administrations and student organizations to expand campus outreach
Establish a campus ambassador program and plan targeted promotional events (e.g., back-to-school services, campus lectures) to boost brand recognition and user loyalty
Oversee campus business order fulfillment, after-sales support, and complaint resolution
Monitor key performance indicators (e.g., response times, satisfaction rates) and establish a rapid response framework for campus-specific issues
Analyze campus user behavior data (e.g., FAQs, complaint types) to pinpoint service gaps
Develop and implement optimization plans to standardize and digitize campus service workflows
Leverage campus communities and offline events to communicate company values and service propositions, shaping a positive brand image
Collaborate with Marketing, Customer Service, and other departments to align resources and achieve campus business objectives

Skills

Key technologies and capabilities for this role

Customer ServiceProcess DesignPartnership ManagementEvent PlanningOperations ManagementIncident ManagementKPI MonitoringData AnalysisUser Behavior AnalysisWorkflow OptimizationBrand AdvocacyCross-Team Collaboration

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time role.

What is the work location or remote policy for this role?

This information is not specified in the job description.

What key skills are needed for the Offline and Brand Operations role?

The role requires skills in designing customer service processes, building partnerships with universities and student organizations, managing campus operations and incidents, analyzing user data for process improvements, and collaborating cross-team for brand advocacy.

What is JD.com's company culture like?

JD.com is committed to the principles of customer first, innovation, dedication, ownership, gratitude, and integrity, with a mission to make lives better through technology and strive to be the most trusted company in the world.

What makes a strong candidate for this position?

Strong candidates will have experience in campus service development, partnership building, operations management, data analysis for service optimization, and cross-team collaboration, particularly in a retail or tech environment focused on user satisfaction and brand growth.

JD.com Inc

China's largest online retailer and technology services

About JD.com Inc

JD.com is China's largest online retailer, offering a wide range of products from fresh food to electronics, with a nationwide fulfillment network enabling same- and next-day delivery. The company is transitioning to a technology and service enterprise, leveraging cutting-edge technology and infrastructure to serve nearly 600 million customers and promote innovation across various industries.

Chaoyang, Beijing, ChinaHeadquarters

1998Year Founded

$7,918.9MTotal Funding

SERIES_BCompany Stage

Data & Analytics, Robotics & Automation, Venture Capital, Industrial & Manufacturing, VR & AR, AI & Machine Learning, Consumer GoodsIndustries

10,001+Employees