Shop Customer Experience Program Manager
3 weeks ago
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.
We put the customer at the heart of our business, working on policies, rules, products, and systems to deliver a best-in-class customer experience.
About the Role:
We're looking for 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, analysing data and building business cases to improve our product, process, and/or policy.
Key Responsibilities Include:
- 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 any 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, with the 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 organisation and earn respect universally.
- Global communication and collaboration skills, working cross-functionally in a global working environment.
- Experience in data analytics, SQL, or Python.
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