Shop - EMEA Delivery Experience Manager, Governance & Experience
2 weeks ago
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Responsibilities
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Joins 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. Join us.
This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience.
In this role, you'll use data and customer feedback to scope opportunities to improve delivery experience. You will build data driven business business cases and work closely with our logistics partners to implement customer centric solutions to our delivery related product features, customer service, and communications.
To be successful in this role you will need to have strong analytical, problem solving, planning and stakeholder management skills.
Key Responsibilities Include:
- Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.
- 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 plan for implementation, 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.
- Act as a SME in Delivery Experience, providing feedback to internal stakeholders (in Logistics and Governance) on key delivery experience gaps and priorities.
- 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.
- Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.
Qualifications
Minimum Qualifications:
- Bachelor's degree or Master's degree (or equivalent practical experience)
- Solid experience in Analytics or Program Management for Delivery Experience or E-Commerce Fulfillment
- Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
Preferred Qualifications:
- Strong verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight
- Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organisation and earn respect universally.
- Comfort working in a fast paced, ambiguous and high growth environment
- Experience in data analytics, SQL or Python Preferred.
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.
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London, Greater London, United Kingdom TikTok Full timeThis job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Responsibilities TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin,...
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London, Greater London, United Kingdom TikTok Full timeThis job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Responsibilities TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin,...
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