- Own key aftersales metrics and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decisionmaking
- 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 "bestfit" 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.
- Advocate for the customer's best interest and align crossfunctional stakeholders, including marketing, product, logistics, sales, and senior management to deliver initiatives to improve customer satisfaction and retention.
- Bachelor's degree or Master's degree (or equivalent practical experience)
- Strong interpersonal and relationshipbuilding skills. Proficiency in other EMEA languages is a plus, given the need to cooperate with stakeholders from across the region, and occasionally review documents in multiple languages.
- Experience in data analytics, SQL or Python Preferred
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Customer Experience Program Manager - London, United Kingdom - TikTok
Description
TikTok is the leading destination for short-form mobile video.TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Our platform is built to help imaginations thrive. That's how we drive impact - for ourselves, our company, and the communities we serve. This role sits within the EMEA E-Commerce Governance and Experience team.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.
We're looking for a data driven customer experience program manager to join our growing EMEA team.In this role, you'll work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer aftersales experience.
This includes, returns, refunds and when needed customer support. You'll analyse data and build business cases to improve our product, process and/or policy for aftersales.Therefore, to be successful in this role you'll need to have strong judgement, analytical problem solving and detailed planning skills.
You'll also need to have strong data and communication skills as you'll use data driven business cases to align with a wide variety of stakeholders.
Own end to end customer aftersales journeys, this could be within returns, refunds or customer support.Build the vision and plan to ensure customers can quickly and easily access returns, refunds and support from the right channel.
To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.
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