The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience.
About the Role:
In this role, you’ll analyze seller data, build educational materials and best practices to help sellers optimize their fulfilment operations and customer satisfaction. You will analyze order performance data to identify trends and opportunities for improvement, write policies that define seller performance standards and build educational materials, incentives and disincentives to support sellers to meet these standards. To be successful in this role, you will need to have strong analytical and communication skills.
Key Responsibilities Include:
- Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform fulfilment policies and standards for seller performance on the marketplace.
- Triangulate findings and insights from across different sources to scope out key customer problems that remain unaddressed by current policies and standards.
- Collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and inform project timelines and resources needed.
- Act as a SME in Fulfilment performance, providing support to internal stakeholders on seller penalties, appeals and incentives.
- Support the development of the team's internal knowledge management tools to build organizational capacity.
TikTok Shop - Seller Fulfilment Performance Analyst, Governance & Experience