Customer Experience Program Manager, Loyalty & Support, Tik Tok Shop

3+ months ago• London, United Kingdom
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About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.
Size: 5001-10000 employees

Industry: Entertainment & Gaming, Social Media, Technology

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.

Key Responsibilities Include:

• 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.

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• 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.

Client-provided location(s): London, United Kingdom

Job ID: Tik Tok-7561873275443710261

Employment Type: OTHER

Posted: 2025-10-17T20:21:57
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Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

Hear directly from employees about what it is like to work at Tik Tok.

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