Shop Operations & Account Manager (TikTok Shop)

Job Summary:We are seeking a versatile Shop Operations & Account Manager who will serve as both a strategic account partner and operational expert for our TikTok e-commerce initiatives. This dual-role position combines hands-on shop management with client relationship management, requiring strong analytical skills, exceptional communication abilities, and deep understanding of social commerce dynamics.Key Responsibilities TikTok Shop OperationsCreate and manage promotional campaigns, including discounts, flash sales, and participation in monthly TikTok seller programsProcess refund and return requests while maintaining high customer satisfaction standardsProvide responsive customer service across all touchpoints to ensure positive shopping experiencesIdentify and capitalize on TikTok growth opportunities, including mission completion for ad credits and promotional couponsConduct competitive research and implement data-driven strategies to enhance shop performanceManage customer review ecosystem, addressing negative feedback through professional engagement and resolution strategiesOversee CRM system implementation to nurture existing customer relationships and drive repeat purchasesMonitor daily shop health metrics and Seller Performance Score (SPS) to ensure platform compliance and optimal performance Account ManagementServe as primary point of contact and strategic advisor for assigned client portfolioMaintain current knowledge of campaign activities across all departments to provide comprehensive client insightsBuild and sustain strong client relationships through proactive communication, regular reporting, and strategic guidanceLead client onboarding processes, including comprehensive needs assessments and customized strategy developmentCreate, analyze, and present detailed performance reports with actionable recommendations for growthTroubleshoot client challenges efficiently and escalate complex issues to appropriate teams when necessaryConduct regular check-in calls to ensure client satisfaction and identify expansion opportunities Campaign Coordination & StrategyCollaborate with media buying and creative teams to ensure alignment between shop operations and advertising campaignsDevelop comprehensive promotional calendars for TikTok Shop events, product launches, and seasonal initiativesEnsure seamless integration between TikTok advertising efforts and shop functionality for optimal conversion performanceTrack, analyze, and report on campaign performance metrics, focusing on shop conversion optimizationGenerate detailed audit proposals and competitive analysis reports for prospective clientsCoordinate cross-functional initiatives to maximize campaign effectiveness and ROIRequired Qualifications1+ years of combined experience in account management and TikTok Shop operationsProven track record in client relationship management with demonstrated retention successStrong analytical skills with experience in performance reporting and data interpretationExcellent written and verbal communication skills with presentation experienceExperience with CRM systems and customer service platformsKnowledge of TikTok platform, social commerce trends, and digital advertising ecosystemsPreferred QualificationsExperience coordinating cross-functional teams and campaign initiativesFamiliarity with competitive analysis and market research methodologiesUnderstanding of e-commerce metrics, conversion optimization, and customer lifecycle managementCore CompetenciesClient Partnership: Ability to build trust and serve as strategic advisor to diverse client portfolioOperational Excellence: Strong attention to detail with capability to manage multiple operational workflowsCross-functional Collaboration: Experience working with creative, media, and technical teamsProblem-solving: Quick identification and resolution of both client and operational challengesCommunication: Clear, professional communication across all stakeholder levelsKey Performance IndicatorsClient retention and satisfaction scoresShop health metrics and SPS score maintenanceCampaign performance and conversion ratesCustomer service response times and resolution ratesRevenue growth across managed accountsSuccessful campaign coordination and execution ratesWork EnvironmentThis role operates in a fast-paced, client-focused environment requiring daily platform monitoring, proactive client communication, and coordination across multiple internal teams. The position demands both strategic account management skills and hands-on operational execution across TikTok's evolving commerce ecosystem.