Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Buyer Experience Program Manager to uncover meaningful actionable insights to create a better shopping experience for the buyers, including cancellation, order fulfilment and aftersales processes.
Roles and Responsibilities:
1. Collect and analyse customer data from various sources such as surveys, interviews, social media, CRM systems, and market research.
2. Use data analysis tools and techniques to identify trends, patterns, and correlations within the data.
3. Understand and provide recommendation to our customer segmentation models to better understand different customer groups and their preferences.
4. Map out the customer journey across different touch points and channels to identify pain points and areas for improvement.
5. Work with stakeholders to identify strategies for enhancing customer experience at each stage of the journey.
6. Doing market trend / benchmarking research and analysis of customer analysis data.
7. Working closely with User Research teams to produce research (both quantitative and qualitative; both in-house and commissioned).
8. Provide thoughtful insights and ideas that can be translated into new initiatives to improve customer experience through the synthesis of existing customer insights, market intelligence and operational data.
9. Create reports to communicate insights to key stakeholders, including senior management.
10. Support the project team in developing new projects from research to ideation.
11. Organise and lead routine NPS reviews with stakeholders from different relevant domains, including analysis of NPS data and customer feedback to expose business operation issues and identify owners of solutions.
Qualifications
Minimum Qualification
1. Minimum 3 years experience in relevant fields of consulting, analytics, market research.
2. Bachelor's degree or equivalent practical experience.
3. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
4. Passion for customers and effective at designing and implementing experience KPI's and other measures.
5. Excellent English oral and written communication skills.
Preferred Qualifications
1. Experience in eCommerce or marketplace platform.
2. Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
3. Expertise in project design, communication skills, driving for results and managing changes.
4. Ability to advocate and influence.
5. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.