Delivery Experience & CX Programs Lead

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

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.