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Customer satisfaction

1 week ago

Singapore TikTok Full time

Customer Satisfaction (CSAT) Program Manager, SMB
Tik Tok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. We are seeking a strategic and data-driven CSAT Program Manager to lead and evolve our SMB Customer Satisfaction (CSAT) survey program.
Responsibilities:
Oversee the end-to-end management of the SMB CSAT survey program, including design, deployment, analysis, and reporting.
Work with corporate legal teams to ensure the program abides by local regulations.
Drive the strategic evolution of the survey program to ensure relevance, accuracy, and effectiveness in capturing customer sentiment.
Design and refine survey questions, sampling methodologies, and distribution processes to maximize response rates and data quality.
Analyze CSAT survey data to identify trends, root causes, insights, and opportunities for improving the SMB customer experience.
Develop and present clear, actionable reports and dashboards for stakeholders, highlighting performance, benchmarks, and recommendations.
Partner with various teams to ensure alignment on CSAT goals and initiatives.
Monitor emerging trends and best practices in customer feedback and satisfaction measurement.
Act as the primary point of contact for SMB CSAT initiatives, ensuring stakeholder alignment and visibility of program impact.
Qualifications
Minimum Qualifications:
Bachelor’s degree in Business, Marketing, Data Analytics, or a related field; advanced degree preferred.
5+ years of experience in customer satisfaction, customer insights, or program management roles, preferably in a B2 B or sales environment.
Strong understanding of survey design, customer feedback methodologies, and statistical analysis techniques.
Proficiency in data visualization tools (e.g., Tableau, Power BI) and data analysis software (e.g., Excel, SQL, Looker BI).
Excellent communication and presentation skills, with experience engaging senior leadership.
Highly collaborative mindset with the ability to work effectively across diverse teams and stakeholders.
Passion for enhancing customer experience and a commitment to driving customer-centric innovation.
Preferred Qualifications:
Experience working within digital ad sales or a technology-driven sales organization.
Familiarity with CRM and customer feedback platforms such as Salesforce, Hubspot, Qualtrics, or Medallia.
Track record of successfully implementing CSAT or similar programs at scale.
CCXP Certification a plus.
Tik Tok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform
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