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Shop-Logistics Experience Manager, Buyer

3 months ago

London, Greater London, United Kingdom TikTok Full time
TikTok is the leading destination for short-form mobile video. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Our platform is built to help imaginations thrive. That's how we drive impact - for ourselves, our company, and the communities we serve.

The Supply Chain and Logistics team plays a vital role in ensuring a strong and efficient supply chain and logistics infrastructure that drives business growth and enables global expansion.

They provide business planning guidance and logistics strategy assistance to existing businesses, helping them optimise their operational efficiency.
The Logistics Experience Manager will focus on improving the logistics experience for our platform buyers and marketplace sellers.

Responsibilities vary from managing and optimizing the lead time, shipping fee, order status for buyer, also fulfilment performance metrics, rates and subsidies for the sellers, as well as working cross-functionally with other teams including user growth & governance & policy to identify and implement best practices and solutions.

Introduce & engage the world class logistics service to buyer and merchant, onboarding seller to TTS logistics network, provide the best lead time and delivery experience to buyer, enhancing the tracking and visibility, you will also conduct market research and benchmarking to identify the best practices and trends in EU market and the industry.


  • Provide and optimize an smooth end to end order experience for buyer during the buyer purchase journey and post order journey, including lead time, shipping fee, address, and order tracking.
  • Educate and communicate with the sellers about new logistics solution, policies and enhancements that have been decided to improve their experience. Support their understanding of the processes and help them achieve a better delivery performance and customer satisfaction. By doing so, you will also gather feedback that would drive internal changes and enhancements for the platform and the logistics service.
  • Monitor and analyze the key performance indicators (KPIs) for both platform buyer and market place sellers such as delivery speed, accuracy, quality, and customer satisfaction.
  • Prepare and document business & user cases and proposals for improving the logistics experience for the buyers and sellers, present and align with leadership strategy also complete end to end implementation. Collaborate with other teams, such as product, customer service, governance and experience, operations, and user growth, to ensure alignment and integration of the logistics initiatives and strategies. You will also participate in crossfunctional meetings and projects, and share your insights and expertise.
  • Negotiate and manage competitive rates, in line with other marketplaces, with our internal financial stakeholders. Ensure that the rates are transparent and fair for the buyer and seller, and that they reflect the value and quality of the service.
A bachelor's degree in business, logistics, supply chain, or a related field;

  • Solid experience in logistics, ecommerce, or marketplace operations, preferably in a managerial or supervisory role, have deep understanding of buyer & seller challenge related to operation & logistics;
  • Able to use one of the following languages as working language in order to communicate with buyers & sellers in France, Germany, or Spain: French, German, or Spanish;
  • A willingness to travel and visit the buyers & sellers as needed.
Very familiar with logistics KPI matrix like volume, cost, ontime/breach rate, as well as customer matrix NPS, CR;

  • Excellent analytical, data driven, problemsolving, and decisionmaking skills, with the ability to use data and metrics to drive actions and results;
  • Understanding of Logistics eCommerce marketplace operations and governance policy & user growth;
  • To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.