Customer Experience Program Manager, Loyalty & Support, TikTok Shop
Responsibilities
About the team
This role sits in our Governance & Experience team. In this role, you'll use data and customer feedback to scope opportunities to improve the buyer's end-to-end experience, particularly in buyer support and trust recovery. You will build data driven business cases and work closely with cross-functional stakeholders to implement customer centric solutions to our user benefits related product features, customer service, and communications.
We're looking for a data driven customer experience program manager to join our growing EMEA team. In this role, you'll work with colleagues across TikTok Shop to help identify problems and opportunities to enhance the buyer experience end-to-end - from building trust and confidence during the purchase journey to delivering exceptional support after the sale. You'll analyse data and build business cases to improve processes, elevate satisfaction, and foster long-term loyalty.
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About the role
We operate in a multi-sided marketplace and balance the needs of our customers (buyer), sellers and creators. Therefore, to be successful in this role you'll need to have strong judgement, analytical problem solving and detailed planning skills. You'll also need to have strong data and communication skills as you'll use data driven business cases to align with a wide variety of stakeholders.
Key Responsibilities Include:
- Drive the end-to-end buyer experience, from ensuring seamless support interactions with marketplace sellers and platform support channels, to strengthening trust throughout the purchase journey.
- Build and execute a clear vision and strategy that enables customers to easily access help, enhances confidence in the platform, and improves satisfaction and loyalty.
- Own key buyer support and trust metrics and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decision-making.
- Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and negotiate project timelines and resources
- Produce and own the project and product plan for implementation, including writing out Business Requirements Documents (BRDs) ensuring that all interdependencies are identified and tracked to schedule.
- Manage go to market (GTM) to successfully launch new products and policies and track post launch impact.
- Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.
Qualifications
Minimum Qualifications:
- Bachelor's degree or Master's degree (or equivalent practical experience)
- Significant experience in Insights, Analytics, Product or Program Management for Customer Experience, preferably in an ecommerce or marketplace business
- Demonstrable analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
- Proven experience using strong interpersonal and relationship-building skills to interact at all levels within the organisation and earn respect universally.
- Excellent verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight
Preferred Qualifications:
- Comfort working in a fast paced, ambiguous and high growth environment
- Cross cultural communication and collaboration skills working cross functionally in a global working environment
- Experience in data analytics, SQL Preferred.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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