TikTok Shop - Customer Experience Program Manager, Loyalty & Trust, Governance & Experience, EMEA

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Responsibilities

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the team
This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. 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 growing EMEA 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 analyse data and build business cases to improve our product, process and/or policy.

We operate in a multi-sided marketplace and balance the needs of our customers (buyer), sellers and creators. Therefore, to be successful in this role you'll need to have strong judgement, analytical problem solving and detailed planning skills. You'll also need to have strong data and communication skills as you'll use data driven business cases to align with a wide variety of stakeholders.

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 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 (e.g. Badging/filters) incl. 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.

Qualifications

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 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; 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. 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 Preferred.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.