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Shop Experience Manager

2 months ago

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About the Team

This role sits within the EMEA E-Commerce Governance and Experience team, responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators.

About the Role

We're seeking a data-driven program manager to join our growing EMEA team, focusing on building buyer loyalty and trust, particularly within the post-purchase experience. You'll work with colleagues across TikTok Shop to define and deliver user benefits and trust signals that drive customer engagement.

Key Responsibilities
  • Identify 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 gaps in customer trust in partnership with cross-functional stakeholders.
  • Own customer communication of product and seller-level trust signals, 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.
Minimum Qualifications
  • 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).
Preferred Qualifications
  • 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, with the 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.