Customer Experience Program Manager, Loyalty & Support - TikTok Shop - EMEA

TikTok; City Of London; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading social media platform is seeking a data-driven customer experience program manager to enhance the buyer experience in London. The role focuses on improving customer interactions and satisfaction within the growing e-commerce space. Ideal candidates will have experience in analytics and project management, excellent communication skills, and the ability to work cross-functionally to drive initiatives for customer trust and retention.

Benefits

Diverse and inclusive workplace

Opportunities for growth and innovation

Qualifications

• Significant experience in Insights, Analytics, Product or Program Management for Customer Experience or E-Commerce.
• Experience working across multiple markets in Europe or globally.
• Demonstrable analytical and quantitative skills.

Responsibilities

• Drive the end-to-end buyer experience and strengthen trust.
• Produce and own the project and product plan for implementation.
• Advocate for the customer's best interest.

Skills

Analytical problem solving

Data analysis

Communication

Interpersonal skills

Relationship-building

Education

Bachelor’s or Master’s degree

Tools

SQL

Job description

Responsibilities

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.

About the Role: We’re looking for a data driven customer experience program manager to join our growing EMEA team. In this role, you’ll work with colleagues across TikTok Shop to help identify problems and opportunities to enhance the buyer experience end-to-end — from building trust and confidence during the purchase journey to delivering exceptional support after the sale. You’ll analyse data and build business cases to improve processes, elevate satisfaction, and foster long-term loyalty. 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

• Drive the end-to-end buyer experience, from ensuring seamless support interactions with marketplace sellers and platform support channels, to strengthening trust throughout the purchase journey.
• Build and execute a clear vision and strategy that enables customers to easily access help, enhances confidence in the platform, and improves satisfaction and loyalty.
• Own key buyer support and trust metrics and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decision-making.
• 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 and product plan for implementation, including writing out Business Requirements Documents (BRDs) 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.
• 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.

Qualifications

Minimum Qualifications

• Bachelor’s degree or Master’s degree (or equivalent practical experience)
• Significant experience in Insights, Analytics, Product or Program Management for Customer Experience or E-Commerce.
• Experience working across multiple markets in Europe or globally.
• Demonstrable analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
• Proven experience using strong interpersonal and relationship-building skills, globally, to interact at all levels within the organisation and earn respect universally.
• Excellent communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight.

Preferred Qualifications

• Comfort working in a fast paced, ambiguous and high growth environment.
• Cross cultural communication and collaboration skills working cross functionally in a global working environment.
• Experience in data analytics, SQL Preferred.

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.