Aftersales Experience Analyst, EMEA, TikTok Shop

gues across TikTok Shop to help identify problems and opportunities to improve the customer aftersales experience. This includes, returns, refunds and cancellations. You'll analyse data and build business cases to improve our product, process and/or policy for aftersales.

We operate in a multi-sided marketplace and balance the needs of our customers (buyer), sellers and creators. Therfore, to be successful in this role you'll need to have strong judgement, analytical problem solving and detailed planning skills. You'll also need to have strong data and communication skills as you'll use data driven business cases to align with a wide variety of stakeholders.

Key Responsibilities Include:

• Own end to end customer aftersales journeys, this could be within returns, refunds or cancellation. Build the vision and plan to ensure customers can quickly and easily access returns, refunds and support from the right channel.
• Own key aftersales metrics and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decision-making
• Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and negotiate project timelines and resources
• Own project and product plan for implementation, including writing out Business Requirements Documents (BRDs) ensuring that all interdependencies are identified and tracked to schedule.
• Manage go to market (GTM) to successfully launch new products and policies and track post launch impact.
• Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales to deliver initiatives to improve customer satisfaction and retention.
• Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.

Qualifications

Minimum Qualifications

• 2+ years of experience in Analysis, Strategy, Project or Program Management for Customer Experience in an e-commerce, marketplace or consumer focused environment.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
• Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight

Preferred Qualifications

• Comfort working in a fast paced, ambiguous and high growth environment
• Experience working cross-functionally in a global working environment
• Proficient in analysis capability and tools (SQL, Excel) for data analysis and reporting.