Shop - Customer Trust, Recovery and Retention Lead

Position: TikTok Shop - Customer Trust, Recovery and Retention Lead
Responsibilities

E-commerce's Governance and Experience (GNE) organization is dedicated to building a safe, sustainable, and high-trust marketplace where every customer enjoys a seamless purchase experience. Within GNE, the Experience Team focuses on delivering reliable, intuitive, and outstanding end-to-end journeys for all Tik Tok Shop users. We are looking for a visionary and data-driven leader to own and scale our global Customer Trust, Recovery and Retention programs.

As the regional leader, you will champion a culture of customer-centric decision-making across teams. You will be highly data-driven and make strategic decisions on frictionless customer-facing solutions and benefits, drive retention strategies when there is a less than perfect shopping experience and grow customer trust in our marketplace. This role will also partner closely with Marketing, Product and Finance to amplify our trust positioning both in-app and off-app, leveraging ad spend, ROAS, and ROI analysis to maximize impact.

Responsibilities:

- Develop and execute a comprehensive customer retention strategy, including LTV optimization, user experience enhancement, and customer journey benchmarking and mapping.

- Analyze customer journeys that include discovery, purchase, fulfillment, refunds, returns and customer service data. Conduct root cause data analysis and identify opportunities that fix key gaps and delight our customers to identify opportunities for improving retention and engagement.

- Identify and implement comprehensive retention strategies to increase customer loyalty, product adoption, revenue generation. Develop and implement these strategic initiatives to enhance customer interactions, satisfaction, and repeat purchases.

- Responsible for driving customer value and uncovering customer needs, behaviors, and outcomes that drive our retention features, policies and strategies.

- Understand customer retention models, metrics (retention rate, retention cost, ROI, ROAS). Work with marketing and finance to justify and track budget and strategy spend.

- Design policies and benefits that protect customers (purchase guarantees, returns/refunds, communication rights) and drive confidence in our platform. Align trust-building campaigns with broader brand and business objectives.

- Deep understanding of customer behavior, data-driven decision-making, and the ability to align marketing efforts with business objectives to amplify trust.

- Build and mentor a high-performing, multi-layered global team across GNE, US, and AMS regions. Manage staff planning and contribute to budget and operating goal planning process.

- Lead organizational planning for customer trust & retention strategies (staffing, budgets, operating goals).

- Effectively manage relationships with stakeholders across business, technology, marketing, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer-facing technical roadmaps and features.

Qualifications

Minimum Qualifications:

- Bachelor's degree in Accounting, Finance, Business, or a related field.

- Proven experience in a leadership role with a track record of driving engagement, retention and/or loyalty.

- Strong understanding of customer behavior and segmentation, with a focus on driving customer lifetime value - 5+ years of professional experience in customer facing e-commerce or retail platforms and people management experience in managing multi-cultural/multi-locations.

- Financial analysis, accounting, planning and/or budgeting experience.

- In this role, you will be collaborating extensively with partner teams and directly present to leadership teams based in China and across APAC. This collaboration is necessary to support the strategy alignment and drive improvement to our programs. Fluency in Mandarin and English are required for this role, including an ability to communicate business terminology with ease.

Preferred Qualifications:

- Experience using data and metrics to measure impact and determine improvements.

- Demonstrated past success working in a matrix environment and ability to influence key stakeholders.

- Experience with post-purchase experiences that include fulfillment, returns, refunds and customer service.

- Successful implementation of large and complex programs, products and/or features.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $125400 - $235980 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to…