TikTok Shop - Governance Buyer Experience Specialist

analysis by explaining country-level fluctuations.
3. Understand Market Dynamics: Gain insights into challenges throughout the end-to-end customer journey, particularly in aftersales service. Conduct competitor benchmarking to assess their policies and updates, identifying strengths and weaknesses. Engage directly with customers and stakeholders on the ground to assess buyer expectations against market gaps and propose targeted solutions that enhance satisfaction and loyalty.
4. Engage with Market Stakeholders and Cross-Functional Teams: Actively participate in ground-level interactions to understand issues and challenges while collaborating with operations and cross-functional teams. Grasp commercial drivers, identify blockers, and leverage hands-on experience to make informed recommendations that enhance customer experience and support business objectives.
5. Propose and Implement Market Initiatives: Develop and implement initiatives, standard operating procedures (SOPs), and policy changes to address unique market needs, driving performance and customer satisfaction.
6. Support Go-to-Market Strategies & Program Execution: Assist in developing and executing go-to-market strategies and configurations for Experience programs, ensuring alignment with customer needs and business objectives. Provide insights into customer preferences and expectations to effectively support the execution of these programs.

Qualifications

Minimum Qualifications

1. BA/BS degree or equivalent practical experience.
2. Relevant experiences in areas such as buyer programs, customer experience and insights. eCommerce, marketplace or other platforms.
3. Passion for improving customer experience, with a willingness to engage directly with issues and get hands-on to understand challenges on the ground.
4. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations to drive actions.
5. Strong project management skills with strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
6. Expertise in communication skills, driving for results and managing changes with ability to influence positive outcomes.

Preferred Qualification

1. Able to navigate through ambiguity and a fast changing environment, proven track record to thrive in a matrix environment.