Customer Experience Program Manager for E-commerce Governance
10 hours ago
TikTok is seeking a highly skilled 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 ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators.
You will work closely with colleagues across TikTok Shop to identify problems and opportunities to improve the customer after-sales experience. This includes returns, refunds, and customer support. You will analyze data and build business cases to improve our product, process, and/or policy for after-sales.
To be successful in this role, you will need to have strong judgment, analytical problem-solving, and detailed planning skills. You will also need to have strong data and communication skills to align with a wide variety of stakeholders.
Key Responsibilities- Own end-to-end customer aftersales journeys, including returns, refunds, and customer support.
- Build the vision and plan to ensure customers can quickly and easily access returns, refunds, and support from the right channel.
- Own key aftersales metrics and analyze data to identify key areas for improvement.
- Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders.
- Produce and own the project plan for implementation, ensuring all interdependencies are identified and tracked to schedule.
- Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact.
- Advocate for the customer's best interest and align cross-functional stakeholders to deliver initiatives to improve customer satisfaction and retention.
- 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 analytical and quantitative skills, ability to use data and metrics to back up assumptions and drive action.
- Strong verbal and written communication skills to impact business decisions and influence technical and non-technical audiences.
- Strong interpersonal and relationship-building skills to interact at all levels within the organization.
- Cross-cultural communication and collaboration skills working cross-functionally in a global working environment.
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe e-commerce industry has experienced significant growth in recent years, becoming a highly competitive space among leading internet companies. Its future growth cannot be underestimated.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users.We aim to...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe e-commerce industry has experienced significant growth in recent years, becoming a highly competitive space among leading internet companies. Its future growth cannot be underestimated.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users.We aim to...
-
London, Greater London, United Kingdom TikTok Full timeAbout the RoleTikTok 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 ResponsibilitiesCustomer Journey Ownership: Own end-to-end...
-
London, Greater London, United Kingdom TikTok Full timeAbout the RoleTikTok 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 ResponsibilitiesCustomer Journey Ownership: Own end-to-end...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe e-commerce industry has experienced significant growth in recent years, becoming a highly competitive space among leading Internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand-new and better e-commerce experience to our users. This role sits within the EMEA E-Commerce Governance...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe e-commerce industry has experienced significant growth in recent years, becoming a highly competitive space among leading Internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand-new and better e-commerce experience to our users. This role sits within the EMEA E-Commerce Governance...
-
Program Manager
1 week ago
London, Greater London, United Kingdom Amazon Full timeAbout the RoleWe are seeking a highly skilled and experienced Business Development Manager to join our team at Amazon. As a Business Development Manager, you will be responsible for managing a team and contributing to new business acquisition through lead generation and supporting the business scale up of existing sellers.Key ResponsibilitiesMonitor industry...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThis role sits within the EMEA E-Commerce Governance and Experience team, which is responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators. We prioritize the customer experience and work on policies, rules, products, and systems to deliver a best-in-class experience.About the RoleWe're...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThis role sits within the EMEA E-Commerce Governance and Experience team, which is responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators. We prioritize the customer experience and work on policies, rules, products, and systems to deliver a best-in-class experience.About the RoleWe're...
-
Customer Experience Program Manager
3 days ago
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe e-commerce industry has experienced significant growth in recent years, becoming a highly competitive space among leading Internet companies. Its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand-new and better e-commerce experience to our users. We aim...
-
Customer Experience Program Manager
3 days ago
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe e-commerce industry has experienced significant growth in recent years, becoming a highly competitive space among leading Internet companies. Its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand-new and better e-commerce experience to our users. We aim...
-
London, Greater London, United Kingdom TikTok Full timeTikTok is a leading destination for short-form mobile video. Our global offices are located in Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul, and Tokyo. The E-commerce Governance and Experience (GNE) team is a global team responsible for ensuring our TikTok Shop marketplace is safe and trustworthy for users, sellers, and...
-
London, Greater London, United Kingdom TikTok Full timeTikTok is a leading destination for short-form mobile video. Our global offices are located in Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul, and Tokyo. The E-commerce Governance and Experience (GNE) team is a global team responsible for ensuring our TikTok Shop marketplace is safe and trustworthy for users, sellers, and...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThis 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...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThis role is part of the E-Commerce Governance and Experience team at TikTok, responsible for ensuring the marketplace is safe and trustworthy for users, sellers, and creators.Key ResponsibilitiesDevelop and implement EMEA e-commerce governance and experience business strategy, aligning with overall e-commerce business strategy.Conduct industry...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThis role is part of the E-Commerce Governance and Experience team at TikTok, responsible for ensuring the marketplace is safe and trustworthy for users, sellers, and creators.Key ResponsibilitiesDevelop and implement EMEA e-commerce governance and experience business strategy, aligning with overall e-commerce business strategy.Conduct industry...
-
E-Commerce Service Operations Program Manager
4 weeks ago
London, Greater London, United Kingdom TikTok Full timeAbout the TeamGlobal E-Commerce's Governance and Experience (GNE) is a worldwide team dedicated to maintaining a secure and reliable marketplace for our buyers, sellers, and creators.The Service and Moderation Team (SMT) operates within the GNE framework. Our goal is to establish the most dependable E-commerce platform while providing an enjoyable service...
-
Program Manager, E-Commerce Legal EMEA
10 hours ago
London, Greater London, United Kingdom TikTok Full time{"title": "Program Manager, E-Commerce Legal EMEA", "content": "About the RoleTikTok is seeking an experienced Program Manager to join our EU E-commerce Legal team. As a key member of the team, you will play a significant role in driving efficiency and productivity across the EU E-commerce Legal team and the business lines we support.Key...
-
Program Manager, E-Commerce Legal EMEA
8 hours ago
London, Greater London, United Kingdom TikTok Full time{"title": "Program Manager, E-Commerce Legal EMEA", "content": "About the RoleTikTok is seeking an experienced Program Manager to join our EU E-commerce Legal team. As a key member of the team, you will play a significant role in driving efficiency and productivity across the EU E-commerce Legal team and the business lines we support.Key...
-
E-commerce Operations Specialist
6 days ago
London, Greater London, United Kingdom Ovi Opran | E-Marketing Trainer Full timeAbout the RoleOvi Opran | E-Marketing Trainer is seeking a highly skilled E-commerce Assistant to support our e-commerce activities. This is a full-time, remote position that requires strong analytical skills, excellent communication and customer service skills, and experience in sales support and e-commerce operations.Key ResponsibilitiesProvide analytical...
