Customer Experience Program Manager, Loyalty & Support - TikTok Shop - EMEA

This role is based in London, UK.

Responsibilities:

- Drive the end-to-end buyer experience, ensuring seamless support interactions and strengthening trust throughout the purchase journey.

- Build and execute a clear vision and strategy to enhance customer access to help and improve satisfaction.

- Own key buyer support metrics, analyze data, and provide insights to inform business strategies.

- Collaborate with cross-functional teams to design solutions and manage project timelines.

- Advocate for customer interests and align stakeholders to deliver initiatives that improve satisfaction and retention.

Qualifications:

• Bachelor's or Master's degree (or equivalent experience).
• Significant experience in Customer Experience or E-Commerce management.
• Strong analytical skills and ability to use data to drive decisions.
• Excellent communication and relationship-building skills.