Shop Customer Experience Program Manager Loyalty Trust Governance EMEA
2 weeks ago
About TikTok
TikTok is the leading destination for short-form mobile video. Its global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
About the team
This role sits within the EMEA E-Commerce Governance and Experience team. 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.
About the Role:
We're looking for a data-driven program manager to join our 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 do this, you'll analyze data and build business cases to improve our product, process, and/or policy.
Key Responsibilities Include:
- Identify the key drivers of customer trust and loyalty on the platform and drive the roadmap and strategy for proactive customer trust building.
- Design seller performance and incentive programs that improve buyer purchase experience 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)
- Strong verbal and written communication skills with the ability to impact business decisions and influence technical and nontechnical audiences through analytical insight
- Strong interpersonal and relationship-building skills
- Experience in data analytics, SQL, or Python (preferred)
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