Customer Experience Program Manager, Fulfilment, EMEA

TikTok; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

TikTok is seeking a Strategy and Delivery Lead for the EMEA E-Commerce Governance and Experience team to scope opportunities and build data-driven business cases with logistics partners. You will translate insights into customer-centric product features and coordinate GTM strategies to improve delivery experience.

3+ years in Strategy/PM for CX or E-Commerce Fulfilment with strong analytical skills and proficiency in SQL/Python is preferred. Bachelor's or Master's degree required.

Qualifications

• 3+ years in Strategy, Project or Program Management for Customer Experience or E-Commerce Fulfilment Experience and Bachelor's degree or Master's degree (or equivalent practical experience)
• Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.

Responsibilities

• Analyse data, identify key areas for improvement and translate into clear, concise, and impactful solution insights that inform the business strategy and project prioritization in the Business Requirements Document.
• Triangulate findings and insights from across 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.
• Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
• Manage go to market (GTM) to successfully launch new products and policies and track post launch impact.
• Act as an SME in Customer Fulfilment Experience, providing feedback to internal stakeholders (in Logistics and Governance) on key delivery experience gaps and priorities.
• 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.
• Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.

Skills

Strategy

Project Management

Customer Experience

E-Commerce Fulfilment

Analytics

Stakeholder Management

Education

Bachelor's degree or Master's degree (or equivalent practical experience)

Tools

SQL

Python

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, and its future growth cannot be underestimated. 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. 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 (CX).

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.

Key Responsibilities Include

• Analyse data, identify key areas for improvement and translate into clear, concise, and impactful solution insights that inform the business strategy and project prioritization in the Business Requirements Document.
• Triangulate findings and insights from across 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.
• Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
• Manage go to market (GTM) to successfully launch new products and policies and track post launch impact.
• Act as an SME in Customer Fulfilment Experience, providing feedback to internal stakeholders (in Logistics and Governance) on key delivery experience gaps and priorities.
• 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.
• Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.

Qualifications

Minimum Qualifications

• 3+ years of experience in Strategy, Project or Program Management for Customer Experience or E-Commerce Fulfilment Experience and Bachelor's degree or Master's degree (or equivalent practical experience)
• Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
• Strong interpersonal and relationship-building skills. Ability to interact at all levels within the organisation and earn respect universally.
• Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insights.

Preferred Qualifications

• Experience in data analytics, SQL or Python.
• Experience working in a fast paced, ambiguous and high growth environment.
• Collaboration experience and demonstrable skills working cross functionally in a global working environment.

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.