Job Description
Responsibilities
E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all TikTok Shop users.
We are looking for a visionary and data-driven leader to own and scale our global Customer Trust, Recovery and Retention programs. As the regional leader, you will champion a culture of customer-centric decision-making across teams. You will be highly data-driven and make strategic decisions on frictionless customer-facing solutions and benefits, drive retention strategies when there is a less than perfect shopping experience and grow customer trust in our marketplace. This role will also partner closely with Marketing, Product and Finance to amplify our trust positioning both in-app and off-app, leveraging ad spend, ROAS, and ROI analysis to maximize impact.
Responsibilities:
- Develop and execute a comprehensive customer retention strategy, including LTV optimization, user experience enhancement, and customer journey benchmarking and 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 needs, behaviors, and outcomes that drive our retention features, policies and strategies.
- Understand customer retention models, metrics (retention rate, retention cost, ROI, ROAS). Work with marketing and finance to justify and track budget and strategy spend.
- Design policies and benefits that protect customers (purchase guarantees, returns/refunds, communication rights) and drive confidence in our platform. Align trust-building campaigns with broader brand and business objectives.
- Deep understanding of customer behavior, data-driven decision-making, and the ability to align marketing efforts with business objectives to amplify trust.
- Build and mentor a high-performing, multi-layered global team across GNE, US, and AMS regions. Manage staff planning and contribute to budget and operating goal planning process.
- Lead organizational planning for customer trust & retention strategies (staffing, budgets, operating goals).
- Effectively manage relationships with stakeholders across business, technology, marketing, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.
Qualifications
Minimum Qualification(s):
- Bachelor's degree in Accounting, Finance, Business, or a related field.
- Proven experience in a 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-cultural locations.
- Financial analysis, accounting, planning, and/or budgeting experience.
Preferred Qualification(s):
- 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.
About TikTok
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
