Experience Strategy Lead - Aftermarket & Customer Care

TikTok; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

TikTok Local Services is seeking an Experience Strategy Manager to lead data-driven, end-to-end experience and aftersales strategies that protect consumers and boost loyalty. You will diagnose issues via data and stakeholder insights, then partner with cross-functional teams to implement improvements across the aftersales lifecycle.

You will build policies, SOPs, processes and rules, respond to feedback, and proactively prevent inferior experiences upstream while balancing risk with growth for

Qualifications

• Bachelor's degree or above in quantitative discipline (Math/Statistics/Engineering/Data Analytics).
• Experience in customer experience, aftersales, policy across O2O/Local Services/E-commerce.
• Strong data interpretation and analytical skills with proficiency in querying tools.
• Excellent written and spoken English; ability to articulate complex strategies in writing.

Responsibilities

• Devise data-driven, end-to-end experience and aftersales strategies to protect consumers and drive satisfaction and loyalty.
• Diagnose experience issues through data analysis and stakeholder insights and translate them into targeted strategies; partner with cross-functional teams to implement improvements.
• Build strategies, policies, SOPs, processes and rules across the full aftersales lifecycle including Experience, Cancellations, Refunds, Service Recovery, Arbitration and Aftersales Enquiry Handling.
• Develop mechanisms to respond to customer feedback and detect and prevent inferior experiences upstream; collaborate to turn insights into product, policy, service and process improvements.
• Ensure fair treatment of cross-functional teams while safeguarding the customer experience; engage stakeholders to understand pain points and growth challenges, balancing risk with growth enablement.
• Analyze recurring cases and root causes to surface systemic issues and lead cross-functional improvement initiatives.

Skills

Data analysis

English fluency

Cross-functional collaboration

Strategic thinking

Education

Bachelor’s degree or above in Mathematics/Statistics/Engineering/Data Analytics

Job description

TikTok Local Services is seeking an Experience Strategy Manager to lead data-driven, end-to-end experience and aftersales strategies that protect consumers and boost loyalty. You will diagnose issues via data and stakeholder insights, then partner with cross-functional teams to implement improvements across the aftersales lifecycle.

You will build policies, SOPs, processes and rules, respond to feedback, and proactively prevent inferior experiences upstream while balancing risk with growth for