Customer Experience Program Manager, Fulfilment, EMEA

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, and its future growth cannot be underestimated. 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. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also 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 Include: - 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 (in Logistics and Governance) 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.