TikTok Shop Operations & Account Manager (LATAM)

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 Operations

• Create and manage promotional campaigns, including discounts, flash sales, and participation in monthly TikTok seller programs
• Process refund and return requests while maintaining high customer satisfaction standards
• Provide responsive customer service across all touchpoints to ensure positive shopping experiences
• Identify and capitalize on TikTok growth opportunities, including mission completion for ad credits and promotional coupons
• Conduct competitive research and implement data-driven strategies to enhance shop performance
• Manage customer review ecosystem, addressing negative feedback through professional engagement and resolution strategies
• Oversee CRM system implementation to nurture existing customer relationships and drive repeat purchases
• Monitor daily shop health metrics and Seller Performance Score (SPS) to ensure platform compliance and optimal performance

Account Management

• Serve as primary point of contact and strategic advisor for assigned client portfolio
• Maintain current knowledge of campaign activities across all departments to provide comprehensive client insights
• Build and sustain strong client relationships through proactive communication, regular reporting, and strategic guidance
• Lead client onboarding processes, including comprehensive needs assessments and customized strategy development
• Create, analyze, and present detailed performance reports with actionable recommendations for growth
• Troubleshoot client challenges efficiently and escalate complex issues to appropriate teams when necessary
• Conduct regular check-in calls to ensure client satisfaction and identify expansion opportunities

Campaign Coordination & Strategy

• Collaborate with media buying and creative teams to ensure alignment between shop operations and advertising campaigns
• Develop comprehensive promotional calendars for TikTok Shop events, product launches, and seasonal initiatives
• Ensure seamless integration between TikTok advertising efforts and shop functionality for optimal conversion performance
• Track, analyze, and report on campaign performance metrics, focusing on shop conversion optimization
• Generate detailed audit proposals and competitive analysis reports for prospective clients
• Coordinate cross-functional initiatives to maximize campaign effectiveness and ROI

Required Qualifications

• 1+ years of combined experience in account management and TikTok Shop operations
• Proven track record in client relationship management with demonstrated retention success
• Strong analytical skills with experience in performance reporting and data interpretation
• Excellent written and verbal communication skills with presentation experience
• Experience with CRM systems and customer service platforms
• Knowledge of TikTok platform, social commerce trends, and digital advertising ecosystems

Preferred Qualifications

• Experience coordinating cross-functional teams and campaign initiatives
• Familiarity with competitive analysis and market research methodologies
• Understanding of e-commerce metrics, conversion optimization, and customer lifecycle management

Core Competencies

• Client Partnership: Ability to build trust and serve as strategic advisor to diverse client portfolio
• Operational Excellence: Strong attention to detail with capability to manage multiple operational workflows
• Cross-functional Collaboration: Experience working with creative, media, and technical teams
• Problem-solving: Quick identification and resolution of both client and operational challenges
• Communication: Clear, professional communication across all stakeholder levels

Key Performance Indicators

• Client retention and satisfaction scores
• Shop health metrics and SPS score maintenance
• Campaign performance and conversion rates
• Customer service response times and resolution rates
• Revenue growth across managed accounts
• Successful campaign coordination and execution rates

Work Environment

This 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.