As a Program Owner in the functional Last Mile Delivery Team, you will lead a core program with European scope to strengthen JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience. Your focus will be on:Strategic capability improvementsRefine European After Sales logistics strategy in alignment with Leadership Team, Country Teams and other key stakeholders. Propose improvements and own execution.Collaborate with internal stakeholders to identify structural customer experience improvementsProcess definitions and execution of standardsDefine, standardize and improve After Sales and Reverse logistics frameworks and processes, ensuring highest customer satisfaction.Partner with Warehouse, Procurement or Solution Teams to enhance After Sales logistics flows, eg. by optimizing the return SLA with 3PLs and Warehouses to reduce parcel return timeAchieve high parcel tracking information accuracy and 3PL pick-up rate across EuropeExecute deep dives to identify potential, align them with stakeholders and execute fastPerformance monitoring and improvementsManage After Sales KPIs by ensuring that Country Teams receive KPI data and actions plans are tracked and followedExecute daily/weekly KPI monitoring including the reporting of root causes and corrective actions. This includes Country and Management TeamsRequirementsLanguage Requirements: Fluent spoken and written in EnglishMore than 5+ years of professional experience in respective fieldEducation: Bachelor's degree or higherExperience in last mile delivery sector, ideally in returns/reverse logistics roleProficient in Office software and strong data analysis skillsPossess a strong sense of responsibility, strong communication and coordination skills, logical thinking and proven problem-solving abilities; ideally in a multi-cultural environment.

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Program Manager – 3PL After Sales and Reverse Logistics