EMEA Customer Experience Fulfillment Program Manager

TikTok; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

TikTok is seeking a skilled Strategy/PM for Customer Experience & E‑Commerce Fulfilment, within the EMEA E‑Commerce Governance and Experience team. You will use data and feedback to scope opportunities, build business cases, and work with logistics partners to implement customer-centric product features and policies.

You'll coordinate cross-functional stakeholders, manage project plans, and drive GTM launches while advocating for customers and ensuring high-quality delivery experiences across

Qualifications

• 3+ years in Strategy, Project or Program Management for CX or E‑Commerce Fulfilment.
• Experience with customer fulfilment and delivery in e‑commerce.
• Strong analytical skills; ability to back up recommendations with data.
• Excellent interpersonal skills and ability to influence across levels.
• Clear communication to impact business decisions and stakeholders.

Responsibilities

• Analyse data and feedback to scope opportunities for delivery improvements.
• Build data-driven business cases and collaborate with logistics partners.
• Develop and own project plans with identified interdependencies.
• Manage go-to-market activities for new products and policies.
• Act as an SME in Customer Fulfilment Experience and prioritize gaps.
• Align cross-functional teams to improve customer satisfaction and retention.
• Support CX data insights tools and knowledge base development.

Skills

Analytical thinking

Stakeholder management

Communication

Problem solving

Education

Bachelor's or Master's degree

Tools

SQL

Python

Job description

TikTok is seeking a skilled Strategy/PM for Customer Experience & E‑Commerce Fulfilment, within the EMEA E‑Commerce Governance and Experience team. You will use data and feedback to scope opportunities, build business cases, and work with logistics partners to implement customer-centric product features and policies.

You'll coordinate cross-functional stakeholders, manage project plans, and drive GTM launches while advocating for customers and ensuring high-quality delivery experiences across