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For Companies At a Glance
- Tasks: Use data to enhance customer experiences and support buyer trust at TikTok Shop.
- Company: Join TikTok, a leading platform for creativity and connection.
- Benefits: Competitive salary, diverse culture, and opportunities for growth in a fast-paced environment.
- Why this job: Make a real impact on customer experience in a global tech company.
- Qualifications: 5+ years in customer experience analysis and strong analytical skills required.
- Other info: Collaborative team with a focus on diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Responsibilities
About the team: This role sits in our Governance & Experience team. In this role, you’ll use data and customer feedback to scope opportunities to improve the buyer's end-to-end experience, particularly in buyer support and trust recovery. You will build data driven business cases and work closely with cross-functional stakeholders to implement customer centric solutions to our user benefits related product features, customer service, and communications.
About the Role: To be successful in this role, you will need to have strong analytical and problem solving skills. Analyse data, identify key areas for improvement and translate into clear, concise, and impactful 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. Collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and inform project timelines and resources needed. Act as an SME for buyer support and trust recovery programs, providing feedback to internal stakeholders (in Buyer Support and Trust Recovery). Support the development of the CX team’s internal knowledge management tools to build organizational capacity.
Qualifications
Minimum Qualifications
- 5+ years of experience in Analysis, Strategy, Product or Program Management in Customer experience.
- Solid work experience in an ecommerce marketplace business.
- Bachelor's degree or Master's degree (or equivalent practical experience).
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
- Good verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight is required.
Preferred Qualifications
- Experience in data analytics, SQL.
- Experience in and understanding of customer fulfillment and delivery experience in e-Commerce.
- Strong interpersonal and relationship-building skills.
- Ability to interact with cross cultural stakeholders.
- Experience working in a fast paced, ambiguous and high growth environment.
- Collaboration skills working cross functionally in a global working environment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an 'Always Day 1' mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
Customer Experience Program Manager, Loyalty & Support, TikTok Shop employer: TikTok
Contact Detail:
TikTok Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Program Manager, Loyalty & Support, TikTok Shop
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at TikTok or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your analytical skills! Prepare some examples of how you've used data to drive decisions in past roles. Being able to discuss these during interviews will make you stand out as a candidate who can bring value to the team.
✨Tip Number 3
Get familiar with TikTok's products and customer experience strategies. Understanding their approach will help you tailor your conversations and show that you're genuinely interested in contributing to their mission.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team and ready to dive into the TikTok culture.
We think you need these skills to ace Customer Experience Program Manager, Loyalty & Support, TikTok Shop
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Program Manager role. Highlight your experience in data analysis and customer support, as these are key areas we’re looking for.
Showcase Your Analytical Skills: Since this role requires strong analytical skills, include specific examples of how you've used data to drive decisions in your previous roles. We want to see how you can translate insights into actionable strategies.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make your achievements stand out. We appreciate straightforward communication that gets to the heart of the matter.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at TikTok
✨Know Your Data
Make sure you brush up on your analytical skills before the interview. Be prepared to discuss how you've used data to drive decisions in previous roles, especially in customer experience. Think of specific examples where your insights led to tangible improvements.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end buyer experience, particularly in e-commerce. Be ready to talk about how you would identify pain points and propose solutions. Showing that you can empathise with customers will set you apart.
✨Collaboration is Key
Since this role involves working with cross-functional teams, be prepared to share examples of how you've successfully collaborated in the past. Highlight your interpersonal skills and how you’ve built relationships with stakeholders to achieve common goals.
✨Communicate Clearly
Strong communication skills are a must for this position. Practice articulating your thoughts clearly and concisely. You might be asked to explain complex data insights to non-technical audiences, so think about how you can simplify your explanations.
