TikTok Shop - Customer Trust, Recovery and Retention Lead, GNE AMS - Seattle

Responsibilities

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.

E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. The quality of our businesses (sellers) and their products is a critical pillar to ensure our mission of providing high-quality products, fast and convenient fulfillment experience, and good seller services.As the regional leader of Trust Recovery and Compensation, you will be highly data-driven and make strategic decisions on customer-facing solutions if there is a less than perfect shopping experience and keeps their trust in our marketplace.

Who We're Looking For
- Develop and execute a comprehensive customer retention strategy, including LTV optimization, user experience enhancement, and customer journey mapping
- Analyze customer journeys that include discovery, purchase, fulfillment, refunds, returns and customer service data. Conduct root cause data analysis and identify opportunities that fix key gaps and delight our customers to identify opportunities for improving retention and engagement.
- Identify and implement comprehensive retention strategies to increase customer loyalty, product adoption, revenue generation. Develop and implement these strategic initiatives to enhance customer interactions, satisfaction, and repeat purchases.
- Responsible for driving customer value and uncovering customer voice, needs, behaviors, and outcomes that drive our retention features, policies and strategies.
- Understand customer retention models, metrics (retention rate, retention cost, ROI). Work with finance to justify budget and strategy spend.
- Enhance our Customer Benefits Program and the policies that protect the customer's purchase, fulfillment, communication, return and refund rights.
- Deep understanding of customer behavior, data-driven decision-making, and the ability to align marketing efforts with business objectives.
- Organization Design and expand the Experience team. Provide mentorship and guidance to build a successful multi-layered team that can achieve GNE, US and AMS goals. Manage staff planning and contribute to budget and operating goal planning process.
- Effectively manage relationships with stakeholders across business, technology, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Accounting, Finance, Business, or a related field.
- Proven experience in a senior leadership role with a track record of driving engagement, retention and/or loyalty
- Strong understanding of customer behavior and segmentation, with a focus on driving customer lifetime value
- 5+ years of professional experience in customer facing e-commerce or retail platforms and people management experience in managing multi-locations
- Financial analysis, accounting, planning and/or budgeting experience

Preferred Qualifications:
- Graduate degree in business, accounting, finance, or other.
- Experience using data and metrics to measure impact and determine improvements
- Demonstrated past success working in a matrix environment and ability to influence key stakeholders
- Experience with post-purchase experiences that include fulfillment, returns, refunds and customer service
- Successful implementation of large and complex programs, products and/or features

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