Shop Customer Experience Program Manager
4 weeks ago
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.
About the TeamThe e-commerce industry has experienced significant growth in recent years, and 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 and Experience team, where we put the customer at the heart of our business and work on policies, rules, products, and systems to ensure a best-in-class customer experience.
Job DescriptionWe're looking for a data-driven customer experience program manager to join our growing EMEA team. In this role, you'll work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer after-sales experience. This includes returns, refunds, and when needed, customer support.
Key Responsibilities- Analyze data and build business cases to improve our product, process, and/or policy for after-sales.
- Own end-to-end customer aftersales journeys, including returns, refunds, or 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, identify key areas for improvement, and translate into clear, concise, and impactful insights that inform business strategies, project prioritization, and decision-making.
- Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders to gather requirements, design best-fit solutions, and negotiate project timelines and resources.
- Produce and own the project plan for implementation, ensuring that 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, including marketing, product, logistics, sales, and senior management 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 interpersonal and relationship-building skills.
- Experience in data analytics, SQL, or Python is preferred.
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London, Greater London, United Kingdom TikTok Full timeAbout the RoleTikTok is seeking a data-driven customer experience program manager to join our growing EMEA team. In this role, you will work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer after-sales experience.Key ResponsibilitiesOwn end-to-end customer aftersales journeys, including returns, refunds,...
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