E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. The quality of our businesses (sellers) and their products is a critical pillar to ensure our mission of providing high-quality products, fast and convenient fulfillment experience, and good seller services.As the regional leader of Trust Recovery and Compensation, you will be highly data-driven and make strategic decisions on customer-facing solutions if there is a less than perfect shopping experience and keeps their trust in our marketplace.

Who We're Looking For
- Develop and execute a comprehensive customer retention strategy, including LTV optimization, user experience enhancement, and customer journey mapping
- Analyze customer journeys that include discovery, purchase, fulfillment, refunds, returns and customer service data. Conduct root cause data analysis and identify opportunities that fix key gaps and delight our customers to identify opportunities for improving retention and engagement.
- Identify and implement comprehensive retention strategies to increase customer loyalty, product adoption, revenue generation. Develop and implement these strategic initiatives to enhance customer interactions, satisfaction, and repeat purchases.
- Responsible for driving customer value and uncovering customer voice, needs, behaviors, and outcomes that drive our retention features, policies and strategies.
- Understand customer retention models, metrics (retention rate, retention cost, ROI). Work with finance to justify budget and strategy spend.
- Enhance our Customer Benefits Program and the policies that protect the customer's purchase, fulfillment, communication, return and refund rights.
- Deep understanding of customer behavior, data-driven decision-making, and the ability to align marketing efforts with business objectives.
- Organization Design and expand the Experience team. Provide mentorship and guidance to build a successful multi-layered team that can achieve GNE, US and AMS goals. Manage staff planning and contribute to budget and operating goal planning process.
- Effectively manage relationships with stakeholders across business, technology, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Accounting, Finance, Business, or a related field.
- Proven experience in a senior leadership role with a track record of driving engagement, retention and/or loyalty
- Strong understanding of customer behavior and segmentation, with a focus on driving customer lifetime value
- 5+ years of professional experience in customer facing e-commerce or retail platforms and people management experience in managing multi-locations
- Financial analysis, accounting, planning and/or budgeting experience

Preferred Qualifications:
- Graduate degree in business, accounting, finance, or other.
- Experience using data and metrics to measure impact and determine improvements
- Demonstrated past success working in a matrix environment and ability to influence key stakeholders
- Experience with post-purchase experiences that include fulfillment, returns, refunds and customer service
- Successful implementation of large and complex programs, products and/or features

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $125400 - $235980 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.