Responsibilities
About Us
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 is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team is part of the Governance and Experience organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. Service and Moderation Team is looking for a Social Listening Program Manager role to proactively monitor and analyze the latest eCommerce related industry dynamics and trends posted on social media. Real-time social media monitoring will include all social media platforms around the world, including TikTok. By monitoring the information on these social media, TikTok can gain a broad understanding of external information, including the reputation of TikTok brand on social media, competitor dynamics, the latest industry trends, Consumer Insights, etc.
Responsibilities
- Drive a comprehensive "Social listening" strategy and define the methods of Social Listening, including utilizing Social Listening tools to meet daily listening needs, developing processes for Social Listening and analysis, and digitizing and monitoring the process and results of Social Listening.
- Build a comprehensive Social Listening ability and social listening channel, and apply it to the following scenarios:
- Competitors intelligence analysis - Monitor the news exposure of competitors and analyze their recent product or service strategies.
- Market Trend Report - Understand the latest industry information, discover hidden topic trends, and develop in-depth insights if necessary.
- Maintain reputation of TikTok Shop brand - Track all media mentions related to TikTok Shop to understand how TikTok is perceived and what the hot discussion topics are. Work with the Global Escalation team to respond promptly to user complaints if needed.
- Pre-alert of Crisis or emergency - Collaborate with global escalation and crisis management teams to measure the scale, impact, and recovery of crisis events.
- Combining Social Listening with VOC/VOB insight analysis, to drive the entire process of problem discovery, improvement and resolution.
- Define the severity of the problems identified by social listening, and implement necessary escalation mechanisms to prevent negative issues further affecting the company's reputation through social media.
- Contribute the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Coach and provide guidance to regional service teams to ensure TikTok user's satisfaction related metrics are improving.
- Set up an XFN collaboration mode with global escalation, crisis management, legal, PR, compliance or any relevant XFN teams.
Qualifications
- Bachelor degree or above, with over 3 years of relevant working experience in social listening or crisis events management;
- BA/BS degree or equivalent practical experience.
- Expertise in using and optimizing Social Listening tools, and be able to define and proficiently use various data indicators to effectively monitor social media dynamics and manage the social listening effects.
- Familiar with the operation of social media, proficient in using various social media platforms globally.
- Expertise in project/product design, communication skills, driving for results and managing changes.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
- Strengths in problem identification, issue-resolution, ability to work in a result-driven work environment, attention to detail, and ability to multitask.
- Strong ownership and a team player, always focused on delivering results with high standards.
- Experience in eCommerce or marketplace platforms.
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.