TikTok Commerce

1 month ago

London, United Kingdom TikTok Full time

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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.
Join us.

About the Team
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.

Roles & Responsibilities
- 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.
- Own communication and broadcast-channel to assist in defining the integration processes for VoC insights into cross-functional action plans; and establish on-going tracking and reporting. Represent the voice of the business throughout the project lifecycle.
- Define, build and implement innovative and comprehensive solutions to improve customer satisfaction and simplify effort with effective solutions locally relevant and globally aligned.
- Understand the key cost drivers and come up with innovative propositions to improve sustainability for our third party seller.
- Lead the development of strategy and vision for multiple areas and influence key stakeholders both internally and externally.
- Liase with Customer-Experience and Cross-Functional teams to ensure alignment on proposed changes;
- Retro assessment of any changes to establish root-cause issue resolved and identify any further process improvement.
- Work closely with internal teams to ensure project delivery and successful collaboration across geographies.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience;
- 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;

Preferred Qualifications
- 5+ years experience in customer service marketplaces.
- Experience in Saudi markets
- Second language proficiency in French or German a plus;

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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