TikTok Shop - Customer Trust, Recovery and Retention Lead
Responsibilities
E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are looking for a visionary and data-driven leader to own and scale our global Customer Trust, Recovery and Retention programs. As the regional leader, you will champion a culture of customer-centric decision-making across teams. You will be highly data-driven and make strategic decisions on frictionless customer-facing solutions and benefits, drive retention strategies when there is a less than perfect shopping experience and grow customer trust in our marketplace. This role will also partner closely with Marketing, Product and Finance to amplify our trust positioning both in-app and off-app, leveraging ad spend, ROAS, and ROI analysis to maximize impact.
Responsibilities:
- Develop and execute a comprehensive customer retention strategy, including LTV optimization, user experience enhancement, and customer journey benchmarking and mapping.
- Analyze customer journeys that include discovery, purchase, fulfillment, refunds, returns and customer service data. Conduct root cause data analysis and identify opportunities that fix key gaps and delight our customers to identify opportunities for improving retention and engagement.
- Identify and implement comprehensive retention strategies to increase customer loyalty, product adoption, revenue generation. Develop and implement these strategic initiatives to enhance customer interactions, satisfaction, and repeat purchases.
- Responsible for driving customer value and uncovering customer needs, behaviors, and outcomes that drive our retention features, policies and strategies.
- Understand customer retention models, metrics (retention rate, retention cost, ROI, ROAS). Work with marketing and finance to justify and track budget and strategy spend.
- Design policies and benefits that protect customers (purchase guarantees, returns/refunds, communication rights) and drive confidence in our platform. Align trust-building campaigns with broader brand and business objectives.
- Deep understanding of customer behavior, data-driven decision-making, and the ability to align marketing efforts with business objectives to amplify trust.
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- Build and mentor a high-performing, multi-layered global team across GNE, US, and AMS regions. Manage staff planning and contribute to budget and operating goal planning process.
- Lead organizational planning for customer trust & retention strategies (staffing, budgets, operating goals).
- Effectively manage relationships with stakeholders across business, technology, marketing, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.
Qualifications
Minimum Qualification(s):
- Bachelor's degree in Accounting, Finance, Business, or a related field.
- Proven experience in a leadership role with a track record of driving engagement, retention and/or loyalty.
- Strong understanding of customer behavior and segmentation, with a focus on driving customer lifetime value.
- 5+ years of professional experience in customer-facing e-commerce or retail platforms and people management experience in managing multi-cultural locations.
- Financial analysis, accounting, planning, and/or budgeting experience.
Preferred Qualification(s):
- Experience using data and metrics to measure impact and determine improvements.
- Demonstrated past success working in a matrix environment and ability to influence key stakeholders.
- Experience with post-purchase experiences that include fulfillment, returns, refunds, and customer service.
- Successful implementation of large and complex programs, products, and/or features.
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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