TikTok Shop - Seller Fulfilment Performance Analyst, Governance & Experience

TikTok; London; On-site; GBP 40,000 - 65,000; Full time

Job summary

An innovative industry leader is seeking a Seller Fulfilment Performance Analyst to join their dynamic team. This exciting role involves analyzing seller data, developing educational content, and establishing best practices to optimize fulfillment operations. You will play a crucial role in enhancing customer satisfaction and ensuring a trustworthy marketplace. If you have strong analytical skills and a passion for e-commerce, this opportunity offers a chance to make a significant impact in a fast-paced environment. Join a forward-thinking company that values collaboration and growth, and help shape the future of online shopping.

Qualifications

• 1+ years of experience in analysis or project management in e-commerce.
• Bachelor's or Master's degree in Supply Chain Management or related field.

Responsibilities

• Analyze seller data to enhance fulfillment operations and customer satisfaction.
• Collaborate with teams to develop solutions and improve seller performance.

Skills

Data Analysis

Project Management

Communication Skills

SQL

Supply Chain Management

Education

Bachelor's Degree

Master's Degree

Tools

SQL

Job description

TikTok Shop - Seller Fulfilment Performance Analyst, Governance & Experience

Join to apply for the TikTok Shop - Seller Fulfilment Performance Analyst, Governance & Experience role at TikTok

Responsibilities

About the Team:
The e-commerce industry has seen tremendous growth in recent years and has become a competitive space among leading Internet companies. With millions of loyal users globally, TikTok aims to deliver a new and improved e-commerce experience. This role is part of the EMEA E-Commerce Governance and Experience team, responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators. We focus on policies, rules, products, and systems to provide a top-tier customer experience.

About The Role:
In this role, you will analyze seller data, develop educational materials, and establish best practices to help sellers optimize their fulfillment operations and enhance customer satisfaction. Your tasks include analyzing order performance data to identify trends and opportunities, creating policies that define seller performance standards, and developing educational content, incentives, and disincentives to support sellers in meeting these standards. Strong analytical and communication skills are essential for success.

Key Responsibilities

• Analyze data to identify key areas for improvement and generate insights that inform fulfillment policies and seller performance standards.
• Combine findings from various sources to identify unresolved customer issues and gaps in current policies.
• Collaborate with cross-functional teams and stakeholders to gather requirements, design solutions, and plan project timelines and resources.
• Serve as a Subject Matter Expert (SME) in Fulfillment performance, supporting internal stakeholders on seller penalties, appeals, and incentives.
• Assist in developing the team's internal knowledge management tools to enhance organizational capacity.

Qualifications

Minimum Qualifications

• At least 1 year of experience in Analysis, Strategy, Project or Program Management related to Delivery Experience or E-Commerce Fulfillment.
• Bachelor's or Master's degree (or equivalent practical experience), preferably in Supply Chain Management.
• Strong analytical and quantitative skills; capable of using data and metrics to support assumptions and recommendations.
• Excellent verbal and written communication skills, with the ability to influence business decisions and communicate insights effectively to both technical and non-technical audiences.

Preferred Qualifications

• Experience with data analytics and SQL.
• Knowledge of customer fulfillment and delivery processes in e-Commerce.
• Strong interpersonal and relationship-building skills, with the ability to work with cross-cultural stakeholders.
• Experience working in fast-paced, ambiguous, and high-growth environments.
• Ability to collaborate across functions in a global setting.