At a Glance
- Tasks: Use data to enhance customer experiences and support buyer trust recovery.
- Company: Join TikTok, a leading platform for creativity and connection.
- Benefits: Competitive salary, diverse culture, and opportunities for growth.
- Other info: Collaborate globally and embrace challenges in a dynamic tech company.
- Why this job: Make a real impact on user experience in a fast-paced environment.
- Qualifications: 5+ years in customer experience analysis and strong analytical skills required.
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 will 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 prioritisation 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 organisational 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 fulfilment 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 in London employer: TikTok
At TikTok, we pride ourselves on being an exceptional employer that fosters creativity and innovation within a dynamic and inclusive work environment. As a Customer Experience Program Manager, you'll have the opportunity to collaborate with diverse teams, leverage data-driven insights, and contribute to enhancing the buyer's experience in a fast-paced e-commerce landscape. With a commitment to employee growth and a culture that embraces challenges, TikTok offers a unique platform for you to thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Program Manager, Loyalty & Support, TikTok Shop in London
✨Tip Number 1
Get to know the company inside out! Research TikTok's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience and data analysis. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Experience Program Manager, Loyalty & Support, TikTok Shop in London
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 relevant experience in analysis, strategy, and customer experience, and show us how you can bring value to our team.
Show Off Your Analytical Skills:Since this role requires strong analytical skills, don’t shy away from showcasing your data-driven achievements. Use specific examples to demonstrate how you've used data to inform decisions and improve customer experiences.
Be Clear and Concise:When writing your application, keep it clear and to the point. We want to see your impact and insights without wading through unnecessary fluff. Make every word count!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
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 roles to drive customer experience improvements. Bring examples of metrics you've tracked and how they influenced business decisions.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end buyer experience, especially in e-commerce. Think about common pain points customers face and be ready to suggest potential solutions. This shows that you can think critically about customer needs and are proactive in addressing them.
✨Collaboration is Key
This position requires working with cross-functional teams, so highlight your collaboration skills. Prepare examples of how you've successfully worked with different departments to achieve a common goal. Emphasise your ability to communicate effectively with both technical and non-technical stakeholders.
✨Show Your Passion for Customer Experience
Demonstrate your enthusiasm for improving customer experiences. Share stories that reflect your commitment to customer satisfaction and how you've gone above and beyond in previous roles. This will resonate well with TikTok's mission to inspire creativity and bring joy.
