Customer Experience Program Manager, Fulfilment, EMEA

About the team

You would join the EMEA E-Commerce Governance and Experience group, which focuses on building a marketplace that is engaging, safe, and reliable for users, sellers, and creators. The team works across policies, rules, products, and systems with the goal of creating a strong customer experience in a rapidly growing e-commerce environment.

Role overview

This position centers on improving the delivery journey by combining customer feedback with data analysis. You will develop evidence-based business cases and partner closely with logistics providers to introduce customer-focused improvements to delivery features, service flows, and customer communications.

What you'll do

• Examine performance data, spot improvement opportunities, and turn findings into sharp, practical recommendations that shape business strategy and the prioritization documented in the Business Requirements Document.
• Bring together insights from multiple sources to define customer pain points, work with cross-functional partners to gather requirements, shape solutions, and align on timelines and available resources.
• Prepare, own, and maintain the delivery plan for implementation, making sure all dependencies are identified and tracked against deadlines.
• Lead go-to-market coordination for new products and policy launches, then monitor the results after release.
• Serve as a subject-matter expert on customer fulfilment experience, advising internal teams in logistics and governance on the biggest delivery experience gaps and priorities.
• Represent the customer perspective while aligning stakeholders across marketing, product, logistics, sales, and senior leadership to deliver initiatives that improve satisfaction and retention.
• Help strengthen the CX team’s internal data-insight tools and knowledge base so the wider organization can build capability.

Requirements

Successful candidates should bring a combination of strategy, program or project management experience, customer experience knowledge, and strong analytical thinking. The role also calls for confident communication, collaboration, and the ability to work effectively across functions and levels.

Minimum qualifications

• At least 3 years of experience in strategy, project management, or program management related to customer experience or e-commerce fulfilment, plus a bachelor’s degree, master’s degree, or equivalent practical experience.
• Hands-on understanding of customer fulfilment and delivery journeys within e-commerce.
• Strong quantitative and analytical ability, including using data and metrics to support assumptions, recommendations, and action plans.
• Excellent relationship-building skills and the ability to work credibly with people at all levels of the organization.
• Clear communication skills with the ability to influence both technical and non-technical audiences using analytical insights.

Preferred qualifications

• Exposure to data analytics, SQL, or Python.
• Experience in a fast-moving, ambiguous, and high-growth environment.
• Proven ability to collaborate across functions in a global working setup.

About the company

TikTok is a major destination for short-form mobile video, with a mission to inspire creativity and bring joy. The company operates globally with headquarters in Los Angeles and Singapore, and offices in cities including New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why this role matters

The organization emphasizes curiosity, humility, resilience, and a strong bias toward innovation. It values continuous learning, rapid iteration, and an “Always Day 1” mindset to create meaningful impact for communities and users.

Diversity and inclusion

The company is committed to building an inclusive workplace where people are valued for their skills, experiences, and perspectives. It aims to reflect the diverse communities it serves and welcomes people who share that commitment.