Customer Program Manager
1 month ago
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.
About us: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
The Role: SMT is looking for a Voice of Customer Program Manager role to build out customer listening posts, analyse feedback and customer contact-data, to develop upstream improvements to remove root-cause contact-drivers enabling effortless customer experience of TikTok Commerce. You will be responsible for Voice of Customer transformation across all EMEA regions.
Drive a comprehensive "Voice of the Customer" strategy and define methods to align VOB insights with in-depth business partner (Buyer) analyses in order to better understand and enable an effortless buyer experience using TikTok Shop.
- Develop effective intelligence and business insight strategy based on analysis and assessment of business and buyer satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of customer experience and provide actionable recommendations for improvements based on the voice of the business.
- Represent the voice of the business throughout the project lifecycle.
- Liase with Customer-Experience and Cross-Functional teams to ensure alignment on proposed changes;
- Work closely with internal teams to ensure project delivery and successful collaboration across geographies.
Minimum 5 years experience in Voice of Business or Voice of Customer field in the eCommerce industry;
- English and Arabic language skills (verbal and written);
- Expertise in project design, communication skills, driving for results and managing changes;
- Experience managing complex data analytics and related business metrics;
5+ years experience in customer service marketplaces.
- Second language proficiency in French or German a plus;
To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.
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