At a Glance
- Tasks: Drive customer experience improvements in e-commerce by analysing data and collaborating with teams.
- Company: Join TikTok, a leading platform revolutionising the e-commerce landscape.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Work with diverse teams and develop your skills in a dynamic setting.
- Why this job: Make a real impact on customer satisfaction in a fast-paced, innovative environment.
- Qualifications: 3+ years in project management and strong analytical skills required.
The predicted salary is between 60000 - 80000 € per year.
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. We put the customer at the heart of our business and work on policies, rules, products, and systems to ensure a best in class customer experience (CX).
About the Role: In this role, you'll use data and customer feedback to scope opportunities to improve delivery experience. You will build data driven business cases and work closely with our logistics partners to implement customer centric solutions to our delivery related product features, customer service, and communications. To be successful in this role you will need to have strong analytical, problem solving, planning and stakeholder management skills.
Key Responsibilities
- Analyse data, identify key areas for improvement and translate into clear, concise, and impactful solution 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 and collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and negotiate project timelines and resources.
- Produce and own the project plan for implementation, ensuring that all interdependencies are identified and tracked to schedule.
- Manage go to market (GTM) to successfully launch new products and policies and track post launch impact.
- Act as an SME in Customer Fulfilment Experience, providing feedback to internal stakeholders on key delivery experience gaps and priorities.
- Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.
- Support the development of the CX team's internal data insights tools and knowledge base to build organizational capacity.
Qualifications
Minimum Qualifications
- 3+ years of experience in Strategy, Project or Program Management for Customer Experience or E-Commerce Fulfilment Experience and Bachelor's degree or Master's degree (or equivalent practical experience).
- Experience in and understanding of customer fulfilment and delivery experience in e-Commerce.
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action.
- Strong interpersonal and relationship-building skills.
- Ability to interact at all levels within the organisation and earn respect universally.
- Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insights.
Preferred Qualifications
- Experience in data analytics, SQL or Python.
- Experience working in a fast paced, ambiguous and high growth environment.
- Collaboration experience and demonstrable skills working cross functionally in a global working environment.
Customer Experience Program Manager, Fulfilment, EMEA in London employer: TikTok
At TikTok, we pride ourselves on being an exceptional employer that champions a vibrant work culture and prioritises employee growth. As a Customer Experience Program Manager in our EMEA E-Commerce Governance and Experience team, you will thrive in a dynamic environment that values innovation and collaboration, while enjoying benefits such as flexible working arrangements and opportunities for professional development. Join us to make a meaningful impact on the e-commerce landscape and be part of a company that puts customers at the heart of everything we do.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Program Manager, Fulfilment, EMEA in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at TikTok or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience and e-commerce. Use real examples from your past work to showcase your skills and how they align with the role.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive decisions in previous roles. This will demonstrate your fit for the Customer Experience Program Manager position.
✨Tip Number 4
Don’t forget to 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!
We think you need these skills to ace Customer Experience Program Manager, Fulfilment, EMEA in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Customer Experience Program Manager. Highlight your experience in e-commerce and customer fulfilment, and don’t forget to showcase those analytical skills that we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about improving customer experiences and how your background makes you the perfect fit for our team at StudySmarter.
Showcase Your Data Skills:Since this role involves a lot of data analysis, be sure to mention any experience you have with data analytics tools or programming languages like SQL or Python. We love seeing how you can use data to drive decisions!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to see your application and get you into the process. We can’t wait to hear from you!
How to prepare for a job interview at TikTok
✨Know Your Data
Since this role heavily relies on data analysis, make sure you brush up on your analytical skills. Be prepared to discuss how you've used data in past projects to drive customer experience improvements. Bring examples of metrics you've tracked and how they influenced your decisions.
✨Understand Customer Fulfilment
Familiarise yourself with the e-commerce fulfilment landscape. Research common challenges in delivery experiences and think about potential solutions. This will show that you’re proactive and have a genuine interest in improving customer satisfaction.
✨Showcase Your Stakeholder Management Skills
This role requires collaboration across various teams. Prepare to share specific examples of how you've successfully managed relationships and navigated different perspectives to achieve project goals. Highlight your communication style and how it fosters teamwork.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think through potential customer issues related to fulfilment and how you would approach resolving them. This will demonstrate your critical thinking and customer-centric mindset.
