Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. 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.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
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At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a regional Buyer Experience Manager to work on consumer-facing programs that can help to strengthen consumer trust and loyalty with the platform.
Responsibilities
1. Be responsible for improving customer experience.
2. Define and execute a customer trust and loyalty strategy for Southeast Asia.
3. Aggregate market research, customer insights, and data analytics to identify opportunities across various customer touchpoints to drive customer engagement and retention.
4. Directly manage, including designing, implementing new and optimizing existing, customer-facing programs, ensuring they deliver tangible value and resonate with the customers.
5. Collaborate with cross-functional and cross-regional teams to integrate loyalty initiatives across the customer journey and touchpoints.
6. Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
Qualifications
Minimum Qualifications
1. BA/BS degree or equivalent practical experience.
2. Minimum 3+ years relevant experience in areas such as buyer membership/ loyalty programs, customer experience and insights. eCommerce or marketplace platforms is a plus.
3. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations to drive actions.
4. Strong project management skills with strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
5. Fluency in English, both written and spoken, is required for this role.
Preferred Qualifications
1. Passion for improving customer experience.
2. Expertise in communication skills, driving for results and managing changes with ability to influence positive outcomes.
3. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
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.
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