TikTok Shop - CX Program Manager (Fulfilment), Governance & Experience, EMEA

TikTok Shop - CX Program Manager (Fulfilment), Governance & Experience, EMEA, London

Client:

TikTok

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

13f22a9f515b

Job Views:

4

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

About the Team: The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. 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 and work on policies, rules, products, and systems to ensure a best-in-class customer experience.

About the Role: In this role, you’ll use data and customer feedback to scope opportunities to improve delivery experience. You will build data-driven business cases and work closely with our logistics partners to implement customer-centric solutions to our delivery-related product features, customer service, and communications. To be successful in this role, you will need strong analytical, problem-solving, planning, and stakeholder management skills.

Key Responsibilities Include:

1. Analyse data, identify key areas for improvement, and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.
2. Triangulate findings and insights from different sources to scope out key customer problems and collaborate with cross-functional teams and key stakeholders to gather requirements, design best-fit solutions, and negotiate project timelines and resources.
3. Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
4. Manage go-to-market (GTM) to successfully launch new products and policies and track post-launch impact.
5. Act as a Subject Matter Expert (SME) in Delivery Experience, providing feedback to internal stakeholders on key delivery experience gaps and priorities.
6. Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.
7. Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.

Minimum Qualifications:

1. 3+ years of experience in Strategy, Project or Program Management for Delivery Experience or E-Commerce Fulfillment and a Bachelor's degree or Master's degree (or equivalent practical experience).
2. Experience in and understanding of customer fulfillment and delivery experience in e-Commerce.
3. Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
4. Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organization and earn respect universally.
5. Strong verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight.

Preferred Qualifications:

1. Experience in data analytics, SQL, or Python.
2. Experience working in a fast-paced, ambiguous, and high-growth environment.
3. Previous experience with global communication and collaboration skills working cross-functionally.

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Created on 18/04/2025 by TN United Kingdom