Key Account Service Country Lead - TikTok Shop - Malaysia
Account & Relationship Management (Sales)Full timeAbout TikTok: TikTok is the leading destination for short-form mobile video.
Our mission is to inspire creativity and bring joy.About the e-commerce industry: The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies.
We believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users.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.ResponsibilitiesManage 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 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 country specific KPIs based on general partner enablement KPIs.Run seller & creator experience related projects by benchmarking the industry initiatives.Communicate and report all seller and creator related progress and KPI results to stakeholders.Collaborate with key business group contacts, project teams and global service contacts to support campaign adoption and business goals.Manage service related KPIs such as productivity, attendance, occupancy.Seek out cross-region synergies and ensure improvements based on findings.Sort out opportunities in seller performance management and consolidate feedback to reduce sellers' efforts in daily operations.Qualifications
Minimum QualificationsBA/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 with effective designing and implementing experience KPIs.Expertise in project design, communication skills, driving for results and managing changes.Ability to advocate and influence while not owning directly.Strong analytical and quantitative skills; ability to use hard data and metrics.Preferred QualificationsAble to navigate through ambiguity and a fast changing environment.Experience managing complex data analytics and related business metrics.Strong verbal and written communication skills.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.How do your skills match this job?
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