What We Offer
Joining JD.com means becoming part of a company where people, innovation, and impact go hand in hand. We offer a competitive salary, a great location, and a supportive, people-first culture where your growth truly matters. With access to global projects, learning opportunities, and an inclusive environment that values every voice, you’ll have the space to shape the future with us.
Role Overview
We are looking for an experienced operator to drive merchant fulfillment performance (POP / FBM) across the European market.
This role focuses on improving merchant execution, optimizing fulfillment efficiency, and ensuring stable delivery performance in a cross-border environment.
You will work closely with cross-functional teams to enhance fulfillment operations and deliver a consistent customer experience.
Key Responsibilities
1. Merchant Fulfillment Operations & Process Improvement
- Manage and continuously improve merchant fulfillment operations, focusing on shipping, delivery timelines, and execution quality
- Support the standardization and iteration of fulfillment processes (dispatch, logistics, SLA adherence)
- Monitor and manage merchant fulfillment performance across key KPIs, including: On-time dispatch rate; Fulfillment success rate; Cancellation rate
- Support merchant onboarding, evaluation, and performance tracking
- Work closely with merchants to improve operational performance through guidance and follow-ups
- Assist in analyzing fulfillment cost components (logistics, warehousing, operations)
- Identify opportunities to improve efficiency and reduce cost per order
- Support optimization initiatives across different fulfillment models (e.g., direct shipping vs overseas warehouse)
4. Data Analysis & Issue Resolution
- Track and analyze fulfillment data to identify operational issues (e.g., shipping delays, inventory inaccuracies, logistics exceptions)
- Drive issue resolution with merchants and internal stakeholders
- Ensure problems are followed through to closure with measurable improvements
5. Cross-functional Coordination
- Partner with internal teams (category, logistics, product) to support fulfillment initiatives
- Assist in implementing fulfillment-related rules, standards, and process improvements
- Support management of returns and reverse logistics processes
- Help identify and elevate risks in cross-border fulfillment (e.g., delays, logistics instability)
Qualifications
1. Basic Requirements
- Bachelor’s degree or above
- 5+ years of experience in e-commerce or cross-border e-commerce
- English is the primary working language; Chinese is a plus;
2. Must-have Experience
- Experience in merchant self-fulfillment (FBM / POP) operations
- Solid understanding of end-to-end order fulfillment processes
- Hands‑on experience managing fulfillment KPIs (e.g., dispatch timeliness, delivery performance)
3. Core Competencies
- Strong execution skills with the ability to drive improvements with merchants
- Comfortable working with data to identify and solve operational issues
- Understanding of fulfillment cost drivers
- Ability to support cost and efficiency improvement initiatives
4. Preferred Background
- Experience in e-commerce platforms
- Familiarity with multiple fulfillment models (FBM, overseas warehouse, etc.)
- Exposure to cross‑border logistics or supply chain
Nice to Have
- Experience improving fulfillment KPIs with clear results
- Experience working with complex merchant ecosystems
- Experience supporting new market or new business setup
- Experience bridging China and European markets, with strong cross-cultural communication skills and the ability to operate effectively in a global environment
At JD.com, 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.
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