TikTok Shop - Seller Fulfilment Performance Analyst, Governance & Experience

TN United Kingdom; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Seller Fulfilment Performance Analyst to join their dynamic team in London. This exciting role involves analyzing seller data, developing educational materials, and optimizing fulfilment operations to enhance customer satisfaction. You'll play a crucial role in shaping policies that define seller performance standards while collaborating with cross-functional teams. If you have a strong analytical mindset and excellent communication skills, this opportunity offers a chance to make a significant impact in the fast-paced e-commerce landscape. Join a forward-thinking company and help redefine the e-commerce experience for millions of users.

Qualifications

• 1+ years of experience in analysis or e-commerce fulfilment.
• Strong analytical and communication skills are essential.

Responsibilities

• Analyze seller data to improve fulfilment operations and customer satisfaction.
• Collaborate with teams to design best-fit solutions and inform project timelines.

Skills

Analytical Skills

Communication Skills

Data Analysis

Problem Solving

Education

Bachelor's degree in Supply Chain Management

Master's degree in relevant field

Tools

SQL

Job description

TikTok Shop - Seller Fulfilment Performance Analyst, Governance & Experience, London

Client:

TikTok

Location:

London, United Kingdom

EU work permit required:

Yes

Job Reference:

f53b15d13e7e

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. 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, responsible for ensuring our marketplace is engaging, safe, and trustworthy for users, sellers, and creators.

About the Role: In this role, you’ll analyze seller data, build educational materials and best practices to help sellers optimize their fulfilment operations and customer satisfaction. You will analyze order performance data to identify trends and opportunities for improvement, write policies that define seller performance standards, and build educational materials, incentives, and disincentives to support sellers in meeting these standards. To be successful, you will need strong analytical and communication skills.

Key Responsibilities Include:

1. Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform fulfilment policies and standards for seller performance on the marketplace.
2. Triangulate findings and insights from different sources to scope out key customer problems that remain unaddressed by current policies and standards.
3. Collaborate with cross-functional teams and key stakeholders to gather requirements, design best-fit solutions, and inform project timelines and resources needed.
4. Act as a Subject Matter Expert (SME) in Fulfilment performance, providing support to internal stakeholders on seller penalties, appeals, and incentives.
5. Support the development of the team's internal knowledge management tools to build organizational capacity.

Minimum Qualifications:

1. 1+ years of experience in Analysis, Strategy, Project or Program Management for Delivery Experience or E-Commerce Fulfilment.
2. Bachelor's degree or Master's degree (or equivalent practical experience), preferably in Supply Chain Management.
3. Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
4. Strong verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight.

Preferred Qualifications:

1. Experience in data analytics, SQL.
2. Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
3. Strong interpersonal and relationship-building skills. Ability to interact with cross-cultural stakeholders.
4. Experience working in a fast-paced, ambiguous, and high-growth environment.
5. Collaboration skills working cross-functionally in a global working environment.