Customer Experience Program Manager for E-commerce Governance
5 days ago
The e-commerce landscape has experienced rapid growth, and TikTok is poised to revolutionize the industry with a cutting-edge platform.
With millions of loyal users worldwide, we believe TikTok is the ideal platform to deliver a seamless and exceptional e-commerce experience.
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 prioritize customer satisfaction and work on policies, rules, products, and systems to deliver a best-in-class customer experience.
Job SummaryWe're seeking a data-driven customer experience program manager to join our growing EMEA team.
In this role, you'll collaborate with colleagues across TikTok Shop to identify problems and opportunities to enhance the customer after-sales experience.
This includes returns, refunds, and customer support. You'll analyze data, build business cases, and improve our product, process, and/or policy for after-sales.
We operate in a multi-sided marketplace, balancing the needs of customers, sellers, and creators.
To succeed in this role, you'll need strong judgment, analytical problem-solving, and detailed planning skills.
You'll also need strong data and communication skills to align with various stakeholders.
Key Responsibilities- Own end-to-end customer after-sales journeys, including returns, refunds, and customer support.
- Own key after-sales metrics and analyze data to identify areas for improvement.
- Triangulate findings and insights from different sources to scope out customer problems and collaborate with cross-functional teams.
- Produce and own project plans for implementation, ensuring interdependencies are identified and tracked.
- Manage go-to-market strategies to 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 improving customer satisfaction and retention.
Minimum Qualifications:
- 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).
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 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.
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London, Greater London, United Kingdom TikTok Full time{"title": "Customer Experience Program Manager for E-commerce Governance", "content": "About the RoleTikTok 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,...
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London, Greater London, United Kingdom TikTok Full time{"title": "Customer Experience Program Manager for E-commerce Governance", "content": "About the RoleTikTok 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,...
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London, Greater London, United Kingdom TikTok Full timeAbout the RoleWe are seeking a highly skilled Customer Experience Program Manager to join our EMEA E-commerce Governance and Experience team at TikTok. As a key member of our team, you will be responsible for driving customer experience improvements across our e-commerce platform.Key ResponsibilitiesDevelop and implement customer experience strategies to...
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London, Greater London, United Kingdom TikTok Full timeAbout the RoleWe are seeking a highly skilled Customer Experience Program Manager to join our EMEA E-commerce Governance and Experience team at TikTok. As a key member of our team, you will be responsible for driving customer experience improvements across our e-commerce platform.Key ResponsibilitiesDevelop and implement customer experience strategies to...
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London, Greater London, United Kingdom TikTok Full timeAbout the RoleTikTok 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 driving customer satisfaction and retention through data-driven insights and business case development.Key ResponsibilitiesOwn end-to-end customer aftersales...
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London, Greater London, United Kingdom TikTok Full timeAbout the RoleTikTok 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 driving customer satisfaction and retention through data-driven insights and business case development.Key ResponsibilitiesOwn end-to-end customer aftersales...
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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...
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