Customer Experience Program Manager - Fulfilment, EMEA

About the Team

The e-commerce sector is rapidly expanding and fiercely competitive among leading internet companies. TikTok, with millions of loyal global users, views itself as an ideal platform to redefine and enhance the e-commerce experience for its customers. This position is part of the EMEA E-Commerce Governance and Experience team, which ensures the marketplace remains engaging, secure, and reliable for users, sellers, and creators alike. Customer-centricity drives the development of policies, rules, products, and systems aimed at delivering exceptional customer experiences (CX).

Role Overview

This role focuses on leveraging data and customer feedback to identify opportunities to enhance delivery experiences. You will develop data-supported business cases and closely collaborate with logistics partners to implement customer-focused improvements in delivery-related product features, customer service, and communications.

Key Responsibilities

• Analyze data to pinpoint improvement areas and convert insights into concise, actionable solutions that guide business strategy and project prioritization within the Business Requirements Document.
• Integrate insights from various sources to define key customer issues and work with cross-functional teams and stakeholders to gather requirements, design optimal solutions, and negotiate project timelines and resources.
• Own the project plan through implementation, ensuring all dependencies are monitored and deadlines are met.
• Oversee go-to-market strategies to launch new products and policies successfully and monitor their post-launch impact.
• Serve as a subject matter expert in Customer Fulfilment Experience by providing feedback to internal teams on delivery experience gaps and priorities.
• Advocate for customer interests, aligning stakeholders across marketing, product, logistics, sales, and senior management to enhance customer satisfaction and retention.
• Support enhancement of the CX team's internal analytical tools and knowledge base to strengthen organizational capabilities.

Qualifications

• At least 3 years’ experience in strategy, project, or program management within Customer Experience or E-Commerce Fulfilment.
• Bachelor’s or Master’s degree, or equivalent practical experience.
• Familiarity with customer fulfilment and delivery processes in e-commerce.
• Strong analytical and quantitative skills for data-driven decision-making.
• Excellent interpersonal skills, capable of engaging effectively with all organizational levels and earning broad respect.
• Effective communication skills to influence both technical and non-technical stakeholders through analytical insights.

Preferred Qualifications

• Experience in data analytics and familiarity with SQL or Python.
• Ability to thrive in a fast-paced, ambiguous, and high-growth environment.
• Proven success collaborating cross-functionally in a global context.

Why Work With Us

TikTok is dedicated to inspiring creativity and delivering joy globally. Our diverse international teams foster an inclusive workplace that encourages curiosity, humility, and impactful innovation. We embrace challenges with resilience and a mindset focused on continuous improvement and collaboration, creating limitless possibilities to innovate and grow.

Diversity & Inclusion

We are committed to maintaining an inclusive environment that values diverse skills, experiences, and perspectives. Embracing global diversity is central to our mission of inspiring creativity, and we strive to reflect the communities we serve within our workplace.