Job Description: Head of Account Management
About JD.com
JD.com is China's largest online retailer and its biggest overall retailer, as well as the country's biggest Internet company by revenue. JD.com sets the standard for online shopping through its commitment to quality, authenticity, and its vast product offering covering everything from fresh food and apparel to electronics and cosmetics. Its unrivaled nationwide fulfillment network provides standard same- and next-day delivery covering a population of more than 1 billion – a level of service and speed that is unmatched globally. As a technology-driven company, JD.com builds reliable and scalable platforms that bring value to partners and customers in sectors such as e-commerce, logistics, Internet finance, cloud computing, and smart technology. For more information, visit www.corporate.jd.com.
About JD Logistics
JD Logistics, a business group under JD.com, leverages the company's advanced technology and logistics expertise to provide smart supply chain and logistics services to businesses across a wide range of industries. JD.com has one of the largest fulfillment infrastructures of any e-commerce company in the world. JD.com is the only e-commerce platform in the world to provide small-to-medium-sized warehousing, oversized warehousing, cross-border, cold chain delivery, frozen and chilled warehousing facilities, B2B, and crowdsourcing logistics. We believe technology innovation can drive smart logistics. JD built the world's first fully automated warehouse in Shanghai and is currently developing its own drones and automated delivery robots. For more information, visit www.jdwl.com.
Responsibilities
- Develop and implement strategic plans to enhance account management operations, driving customer retention, satisfaction, and revenue growth.
- Lead and manage the account management team, fostering a high-performance culture with clear goals, KPIs, and professional development opportunities.
- Serve as the main point of contact for key clients, cultivating and maintaining strong, trust-based relationships to understand their needs and deliver tailored solutions.
- Collaborate with internal teams, including sales, marketing, and logistics, to ensure seamless service delivery and customer experience.
- Analyze account performance data and market trends to identify opportunities for upselling, cross-selling, and process improvements.
- Establish robust reporting systems to track team performance, customer feedback, and account metrics, presenting insights and recommendations to senior leadership.
- Lead customer onboarding and service communication initiatives, effectively addressing client concerns and ensuring their satisfaction.
- Advocate for innovative approaches and new technologies to improve account management efficiency and client engagement.
Qualifications
- Master’s degree in Business Administration, Marketing, Supply Chain Management, or a related field (MBA strongly preferred).
- At least 8 years of progressive experience in account management, client relations, or similar roles within high-growth sectors like e-commerce, logistics, or technology.
- Proven track record of managing high-profile accounts and delivering consistent revenue growth.
- Extensive experience in leading and scaling teams, with a demonstrated ability to inspire and manage diverse groups across geographies.
- Strong analytical skills with expertise in interpreting complex data, performance metrics, and market trends to guide decision-making.
- Advanced knowledge of logistics, supply chain management, or e-commerce, with a deep understanding of B2B and customer success strategies.
- Exceptional leadership, negotiation, and interpersonal skills, with a strong ability to influence both internal and external stakeholders.
Preferred Qualifications
- Demonstrated success in driving transformation and innovation within account management functions.
- Experience in a multinational organization, with the ability to navigate cross-cultural and global business environments.
- Fluency in Mandarin Chinese is highly preferred, alongside strong English communication skills.
- Hands-on experience with advanced CRM tools, account analytics platforms, and customer experience software.
Join JD.com and JD Logistics
As the Head of Account Management, you will be at the forefront of delivering exceptional value to our clients while driving strategic growth for one of the world's most innovative companies. If you are a results-oriented leader with a passion for excellence, we invite you to apply.
Top Skills
What We Do
JD.com, Inc. (Nasdaq: JD) is China's largest retailer, online or offline, and the world's third largest Internet company by revenue.
With more than 300 million customers, JD.com is expanding quickly in China because consumers increasingly demand the authentic, high-quality products JD is known for. We work closely with both domestic brands and top international brands to bring fresh food, apparel, home appliances, baby products and more to Chinese consumers.
To power this massive business we operate our own nationwide logistics network, from warehouses to the last mile. We can deliver up to 90% of orders same- or next-day, making our service the fastest and most reliable delivery service of any large-scale e-commerce company in the world.
By investing in the most cutting edge technologies, JD.com is shaping the future of retail in China and beyond. Our scientists are working on innovative solutions for all parts of our business using big data, artificial intelligence, robotics, computer vision, virtual and augmented reality, unmanned vehicle systems, and more.
Headquartered in Beijing, JD.com is a Fortune Global 500 company with offices around the world, including in New York, Tokyo and a research and development center in Silicon Valley.
