2 days ago

Customer Experience Program Manager, Fulfilment, EMEA

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 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

Website LinkedIn

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TikTok

2 days ago

Customer Experience Program Manager, Fulfilment, EMEA

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

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

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn