Tiktok E-commerce
5 days ago
Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
About the team
E-commerce's Governance and Experience 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. Service and Experience Team is part of the Governance and Experience organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Customer Segmentation Experience Program Manager who defines customer segment requirements by analyzing customers' data and profiles, and develops targeted strategies and solutions based on customer profiles.
**Responsibilities**:
1. Support market analysis and customer segmentation/prioritization.
2. Initiate and launch key initiatives with clear positioning and targets for each customer segment to improve customer experience.
3. Undertake the lead role in business case analyses for developing new strategies or new product feature creation requests and requirements.
4. Active in deployment of execution plans for go-to-market activities. Works closely with team members to identify business needs, determine target customers/accounts, co-develop actions and timelines, and align resources.
5. Serve as project manager for the implementation of experience programs. Track results of go-to-market initiatives and provide frequent status communications.
6. Work with cross functional teams like Policy, Product, Data Analysis, etc. effectively to execute the strategies.
7. Ensures the 'End to End' service performance is monitored and uses the data and customer insight to improve strategy.
**Qualifications**:
1. BA/BS degree or equivalent practical experience.
2. 3+years' related working experience in the E-commerce platform company, having a good understanding of the users' shopping experience and service journey.
3. Strong analytical skills and is meticulous, proactive and able to think independently and creatively.
4. Data driven and in-depth data analytics skills.
5. Strong ownership, with good communication and writing skills, and ability to present to stakeholders.
6. Works independently and experienced in delivering results with regional and offshore teams.
7. Ability to review reports, interpret data and identify trends that will assist in further targeting appropriate go-to-market activities for the targeted customer segments.
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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