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Senior Lead Strategist, E-commerce Governance

3 months ago

London, Greater London, United Kingdom TikTok Full time
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform.

We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes.

Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility.

Join us and make impact happen with a career at TikTok.


The E-Commerce team seeks to further advance this mission by connecting buyers, sellers and content creators in one seamless, trusted online shopping experience.


The EMEA E-commerce Governance & Experience (GNE) team seeks to inspire and preserve trust in TikTok E-Commerce, by designing and implementing end-to-end governance & experience programmes that enable a safe, trustworthy and thriving international marketplace.


As Senior Lead Strategist, you will be a key pillar of our GNE team; you will help lead and build teams to develop data-driven strategic programmes, to minimise ecosystem risks and improve the overall experience for our customers.


Responsibilities:

  • Lead & build teams to utilise datadriven methods for identifying emerging seller and creator risks; as well as issues surrounding customer service, seller service, returns and refunds, etc.
  • Ensure a good customer experience while balancing frictions added to sellers and creators.
  • Lead datadriven strategic programmes, to target problems related to high cancellation, customer experience, late shipment, bad seller services, seller abuse, tiering of sellers, product listings requirements, returns and refunds, short video and livestream behaviour and practices
  • Drive improvements in topline metrics related to high cancellation, late shipment, customer satisfaction, bad seller services, seller abuse, tiering of sellers, product listings quality & safety, returns and refunds, short video and livestream behaviour and practices, etc.
  • Lead the establishment of processes, feedback loops, and investigational workflows
  • Lead data reporting, communications, and enforcement actions for related issues
  • Collaborate with crossfunctional teams and stakeholders worldwide, such as Product, Legal, Engineering, Moderation, Business Teams, etc., to drive key metric improvements

Qualifications:

  • 4+ years of demonstrated handson and indepth experience in driving datadriven Ecommerce governance & experience programmes;
years' working experience; 2+ years managerial experience

  • Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics or related fields
  • Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python, Excel) is advantageous
  • Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple crossfunctional teams
  • Familiar with EMEA Ecommerce governance & customer experience, compliance requirements; or EMEA internet risks management
  • Able to thrive in ambiguity and handle multiple competing priorities in a fastpaced environment
  • Excellent English oral and written communication skills, including a demonstrated ability to develop and communicate complex strategies in writing
  • Proficiency in other EMEA languages is a plus, given the need to develop or review policies, content, or compliance documents in local EMEA languages
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.