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Customer Experience Program Manager, Governance and Experience
2 months ago
TikTok is seeking a seasoned Customer Experience Program Manager to join our EMEA E-Commerce Governance and Experience team. As a key member of our team, you will be responsible for driving customer satisfaction and retention through data-driven insights and strategic initiatives.
Key Responsibilities- Customer Journey Ownership: Own end-to-end customer aftersales journeys, including returns, refunds, and customer support. Develop a comprehensive vision and plan to ensure seamless customer experiences.
- Data-Driven Insights: Analyze key aftersales metrics, identify areas for improvement, and translate findings into actionable business strategies.
- Cross-Functional Collaboration: Work closely with cross-functional teams, including marketing, product, logistics, sales, and senior management to gather requirements, design solutions, and negotiate project timelines and resources.
- Project Management: Develop and own project plans for implementation, ensuring all interdependencies are identified and tracked to schedule.
- Go-to-Market Strategy: Manage the go-to-market strategy for new products and policies, and track post-launch impact.
- Customer Advocacy: Advocate for the customer's best interest and align stakeholders to deliver initiatives that improve customer satisfaction and retention.
To succeed in this role, you will need:
- Significant experience in Insights, Analytics, Product, or Program Management for Customer Experience or E-Commerce
- Bachelor's degree or Master's degree (or equivalent practical experience)
- Strong interpersonal and relationship-building skills
- Cross-cultural communication and collaboration skills
- Experience in data analytics, SQL, or Python is preferred
TikTok is the leading destination for short-form mobile video. Our global headquarters are in Los Angeles and Singapore, and our offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. We are committed to delivering a best-in-class customer experience and believe that our platform is an ideal place to deliver a brand new and better e-commerce experience to our users.
