EU FBT Account Manager - TikTok Shop

Responsibilities

About the Team
The Supply Chain and Logistics team plays a vital role in ensuring a strong and efficient supply chain and logistics infrastructure that drives business growth and enables global expansion. They provide business planning guidance and logistics strategy assistance to existing businesses, helping them optimise their operational efficiency.

Responsibilities:
1. Proactively identify and engage target merchants, clearly articulate the value proposition of FBT, address potential barriers and concerns, and successfully onboard merchants onto the FBT program;
2. Day-to-day account operations
Serve as an FBT Account Manager with deep involvement in merchants' day-to-day operations, including but not limited to handling daily inquiries, conducting monthly business reviews, supporting inventory planning, assisting with inbound shipments, and resolving billing issues to effectively guide merchants in problem resolution.
3. Merchant feedback and improvement initiatives
Continuously gather and synthesize merchant feedback to generate actionable insights; conduct root cause analysis to identify gaps between merchant needs and current business/product capabilities; propose high-quality product and operational improvement requirements and drive their implementation.
4. Merchant relationship management
Build and maintain trust-based, mutually beneficial partnerships with merchants to progressively increase FBT adoption and utilization rates.

Qualifications

Minimum Qualifications
- Bachelor's degree or above; 5+ years of experience in merchant operations with solid knowledge of logistics fulfillment operations.
- At least 3 years of experience working with B2B logistics platforms in China, the US, or Europe; ability to thrive in a complex and fast-paced e-commerce environment;
- Proven experience managing and supporting Chinese e-commerce merchants, with a deep understanding of the logistics pain points and cross-border operational needs specific to Chinese sellers;
- Broad knowledge of e-commerce and a solid, comprehensive understanding of e-commerce logistics and related domains, including but not limited to system/data integration, warehouse operations, first-mile logistics, express delivery, returns, experience policies, and logistics customer service;

Preferred Qualifications
- Capable of working independently as a key team contributor with a high level of self-motivation, result orientation, and fact-based decision-making.