Customer Experience Program Manager, Fulfilment, EMEA

TikTok
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsEducation: mastersSkills: ["Analytical","Problem solving","Planning","Stakeholder management","Communication","Relationship-building"]

Use customer feedback and delivery experience data to identify opportunities and build data-driven business cases that improve fulfillment and delivery-related customer experience. Partner with logistics teams and cross-functional stakeholders to define requirements, design solutions, and plan implementations with tracked dependencies. Own project planning and GTM launches for new products and policies, measure post-launch impact, and act as an SME to guide CX priorities and internal data insights tools.

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FursaFursa
TikTok
TikTok
1 month ago

Customer Experience Program Manager, Fulfilment, EMEA

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Use customer feedback and delivery experience data to identify opportunities and build data-driven business cases that improve fulfillment and delivery-related customer experience. Partner with logistics teams and cross-functional stakeholders to define requirements, design solutions, and plan implementations with tracked dependencies. Own project planning and GTM launches for new products and policies, measure post-launch impact, and act as an SME to guide CX priorities and internal data insights tools.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Analyse delivery and customer experience data to identify improvement opportunities and inform business strategy and project prioritization.
  • •Triangulate insights across sources to scope customer problems; collaborate cross-functionally to gather requirements and design solutions.
  • •Produce and own implementation project plans, ensuring interdependencies are identified and tracked to schedule.
  • •Manage go-to-market launches for new products and policies and track post-launch impact.
  • •Act as an SME for customer fulfilment experience, provide CX team input to internal stakeholders, and support development of CX data insights tools and knowledge base.

Key Requirements

  • •3+ years of experience in strategy, project, or program management for customer experience or e-commerce fulfilment, plus a bachelor’s degree or master’s degree (or equivalent experience).
  • •Experience and understanding of customer fulfilment and delivery experience in e-commerce.
  • •Strong analytical and quantitative skills to use data and metrics to support recommendations and drive action.
  • •Strong interpersonal and relationship-building skills to work with stakeholders at all levels.
  • •Strong communication skills to influence technical and non-technical audiences through analytical insights.
Experience:3+ yearsE-commerceCustomer experienceLogistics
Education:Master's
Skills:AnalyticalProblem solvingPlanningStakeholder managementCommunicationRelationship-building
Tech Stack:SQLPython

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn