Customer Experience Improvement

About This Role

Job Summary JD Logistics, a leading global supply chain and logistics provider, is seeking a dynamic Customer Experience Improvement Manager to drive enhancements in our intercontinental operations based in Dubai. This role focuses on monitoring performance, analyzing data, optimizing processes, and ensuring seamless customer experiences across our expanding Middle East network. The ideal candidate will leverage data-driven insights to identify and resolve issues, promote cross-functional improvements, and align with our commitment to excellence in logistics services. This position plays a pivotal role in elevating operational capabilities and achieving strategic experience targets in a fast-paced, international environment.

Key Responsibilities

• Establish an intercontinental experience dashboard to monitor key intercontinental performance indicators, ensuring frontline teams are aware of the experience data and achievements.
• Through data analysis, identify core issues, establish evaluation and inquiry mechanisms, recognize cases, thereby identifying projects that can be improved and optimized.
• Drive the identification of quality problems, improvement actions in each link, and close the loop on experience issues.
• Break down the target values for each link based on the objectives, thereby achieving the overall experience target results.
• View problems from the customer's perspective, promote the optimization of processes and mechanisms across all links within the intercontinent, and differentiate the formulation of processes and mechanisms on a unified intercontinental level, enhancing the overall operational experience capability of the intercontinent, and addressing intercontinental issues that cannot be resolved, requiring feedback and decision-making escalation.
• Collaborate with cross-functional teams, including operations, IT, and frontline staff, to implement data-driven initiatives and foster a culture of continuous improvement.
• Conduct regular audits and feedback sessions to track progress on experience enhancements and report on key metrics to senior leadership.
• Stay abreast of industry trends in logistics and customer experience, adapting strategies to align with regional regulations and market demands in the Middle East.

Qualifications And Requirements

• Bachelor's degree in Business Administration, Supply Chain Management, Data Analytics, or a related field; Master's degree preferred.
• Minimum 5-7 years of experience in customer experience, operations improvement, or data analysis roles, preferably in logistics, e-commerce, or supply chain sectors.
• Proven track record in dashboard development, data analysis tools (e.g., Tableau, Power BI, Excel), and process optimization.
• Strong understanding of intercontinental logistics operations, with experience in the Middle East market being a significant advantage.
• Excellent analytical, problem-solving, and project management skills, with the ability to handle complex, multi-link processes.

【About JD.com】 JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, is a leading supply chain-based technology and service provider. The company’s cutting-edge retail infrastructure seeks to enable consumers to buy whatever they want, whenever and wherever they want it. The company has opened its technology and infrastructure to partners, brands and other sectors, as part of its "Retail as a Service" offering to help drive productivity and innovation across a range of industries. JD.com’s business has expanded across retail, technology, logistics, health, industrials, property development and international business. JD.com is ranked 44th on the Fortune Global 500 list and is China’s largest retailer by revenue, serving over 600 million annual active customers. The company has been listed on NASDAQ since 2014, and on the Hong Kong Stock Exchange since 2020. Committed to the principles of customer first, innovation, dedication, ownership, gratitude, and integrity, the company's mission is to make lives better through technology, striving to be the most trusted company in the world.

【Our Global Business】 We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com's operations span China, the U.K., the Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, the U.S., and many others, serving customers worldwide.

Key International Business Segments: Joybuy (online retail business in Europe), International Logistics, Cross-border Import Business, JD Industrials International, JD Property International

【International Logistics】 JINGDONG Logistics (HKEX: 2618), also known as JD Logistics, is a leading technology-driven supply chain solutions and logistics services provider. JINGDONG Logistics has established six integrated logistics networks: warehouse managment, line-haul freight transportation, last-mile delivery network, bulky items logistics, cold chain logistics, and cross-border logistics networks. As of June 30, 2025, JINGDONG Logistics manages over 3,600 warehouses (third-party-operated cloud warehouses included), with a total area exceeding 34 million square meters. JINGDONG Logistics has strategically built a Global Smart Supply Chain Network, featuring highly automated warehousing systems and reliable international transportation solutions. The company currently operates over 130 bonded, direct mail and overseas warehouses, with a total GFA exceeding 1.3 million square meters, spanning 23 countries and regions worldwide. “JoyLogistics” and “JoyExpress” are JINGDONG Logistics’ international business brands.