Shop - Customer Experience Program Manager, Loyalty & Trust, Governance & Experience, EMEA
2 weeks ago
This role sits within the EMEA E-Commerce Governance and Experience team, a dynamic group responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators.
We prioritize customer satisfaction and work on policies, rules, products, and systems to deliver a best-in-class customer experience.
About the RoleWe're seeking a data-driven program manager to join our growing EMEA team. This role focuses on building buyer loyalty and trust, particularly within the post-purchase experience (including fulfillment, returns, refunds, and support).
You will work with colleagues across TikTok Shop to define and deliver user benefits and trust signals that drive customer engagement.
To achieve this, you'll analyze data and build business cases to improve our product, process, and/or policy. We operate in a multi-sided marketplace, balancing the needs of our customers (buyers), sellers, and creators.
Therefore, to be successful in this role, you'll need to possess strong judgment, analytical problem-solving, and detailed planning skills.
You'll also need to have strong data and communication skills, as you'll use data-driven business cases to align with a wide variety of stakeholders.
Key Responsibilities- Identify the key drivers of customer trust and loyalty on the platform and drive the roadmap and strategy for proactive customer trust building.
- Design and deliver customer benefit programs to close any gaps in customer trust in partnership with cross-functional stakeholders.
- Own customer communication of product and seller-level trust signals (badging/filters), including category-specific signals and programs.
- Design seller performance and incentive programs that improve buyer purchase experience and trust.
- Drive seller adoption and GTM of key seller incentive programs and measure effectiveness on buyer loyalty and trust.
- 3+ years of experience in Insights, Analytics, Product, or Program Management for Customer Experience or E-Commerce.
- 2+ years of experience in e-commerce or a similar industry.
- Bachelor's degree or Master's degree (or equivalent practical experience).
- Comfort working in a fast-paced, ambiguous, and high-growth environment.
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
- 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 organization and earn respect universally.
- Global communication and collaboration skills working cross-functionally in a global working environment.
- Experience in data analytics, SQL, or Python preferred.
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