Key Account Service Country Lead - TikTok Shop - Malaysia

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About
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. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.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. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

About the team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

Responsibilities

• Manage a specialist team with 10~15 team members, define seller and creator experience strategies and boost their satisfaction to the platform. Lead each team to achieve and exceed the defined goals.
• Work with internal quality and training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting sellers/creators by working with team, peers, and management.
• Own the overall country service and enablement result for both specialist and outsourcing team, define the country specific KPIs based on general partner enablement KPIs so as to meet the business needs, and work with the teams to achieve the goals by following the business rhythm.
• Run seller & creator experience related projects by benchmarking the industry seller&creator initiatives and tools to facilitate the selling process on the platform.
• Communicate and report all seller and creator related progresses and KPI results to all stakeholders across regional account sales teams, drive improvement based on all kinds of feedback received.
• Collaborate with key business group contacts, project teams and global service contacts to support the campaign adoption and business goals.
• Manage the service related KPIs such as productivity, attendance, occupancy to make sure the team works towards operation excellence.
• Seek out cross-region synergies (across global partner enablement service delivery functions) and ensure improvements based on findings.
• Sort out the opportunities in seller performance management and consolidate the feedback to Seller Governance to reduce the sellers' efforts in daily business operations.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• Minimum 5+ years business experience in service and experience field, and minimum 3 years team management.
• Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
• Expertise in project design, communication skills, driving for results and managing changes.
• Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
• Ability to advocate and influence while not owning directly. Ability to work cross-group and cross-level, and with all levels of management.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.

Preferred Qualifications

• Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.
• Experience managing complex data analytics and related business metrics.
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives.
• Strong ownership and a team player, always focused on delivering results with high standards.
• Experience in eCommerce or marketplace platforms.

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.

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