Shop Experience Manager

4 weeks ago


London, Greater London, United Kingdom TikTok Full time
About TikTok

TikTok is the leading destination for short-form mobile video, with a global presence and offices across the world.

About the Team

The EMEA E-Commerce Governance and Experience team is dedicated to delivering a best-in-class customer experience, with a focus on policies, rules, products, and systems.

About the Role

We're seeking a data-driven program manager to join our growing EMEA team, focusing on building buyer loyalty and trust, particularly within the post-purchase experience.

This role involves analysing data, building business cases, and defining user benefits and trust signals to drive customer engagement.

Key Responsibilities
  • Identify 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 ecommerce 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 non-technical audiences through analytical insight.
  • Strong interpersonal and relationship-building skills.
  • Experience in data analytics, SQL, or Python preferred.


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