Head of TikTok Shop

About Social Commerce Club We are at the intersection of eCommerce, content, and social media, and we aim to lead this movement with agility, creativity, and measurable impact. Whether it’s TikTok Shops, YouTube Shopping, or another platform that hasn’t even launched yet, our focus is always on turning views into sales. Our job is not just to make great content or run profitable ads—it’s to merge the two into a powerful, scalable system that grows brands. The future belongs to brands that adapt and thrive on social platforms, and we’re building the bridge to that future. Mission To build, lead, and scale a high-efficiency TikTok Shop (TTS) engine. You are responsible for the collective performance, profitability, and operational excellence of all TTS pods. Your primary objective is to maintain a 70% Gross Margin standard , ensuring the department scales through superior systems and automation rather than just headcount. The Role As the Head of TikTok Shop, you sit at the intersection of Strategy, Leadership, and Profitability . You don't just manage people; you manage the "Product" of our service. You are the architect of the TTS playbook, the mentor to the Strategists, and the guardian of the department’s bottom line. With a 70% margin target , your role is heavily focused on operational leverage : identifying where human effort can be replaced by SOPs, AI, or specialized offshore support to keep delivery costs low and quality high. What You’ll Own 1. Departmental Strategy & Standards The Playbook: Develop and refine the "TTS Way"—the standardized methodology for shop structure, creator scaling, and ad integration. Efficiency Audits: Conduct regular "Pod Audits" to ensure Command Center hygiene and identify "labor leaks" where pods are over-servicing beyond the scope. Innovation: Stay 6 months ahead of TikTok platform changes to bake them into the team’s workflow before they become disruptions. 2. Pod Performance & Economics (The 70% Standard) Margin Optimization: Own the P&L for the TTS department. Ensure pods operate at a 70% Gross Margin by optimizing staffing ratios and reducing "rework." Performance Oversight: Monitor the 90% execution rate across all pods; intervene when pods fall behind on SLAs or client KPIs. Resource Planning: Work with the Head of Service Delivery to forecast capacity and trigger hiring only when utilization hit thresholds that threaten the 70% margin. 3. Leadership & Talent Development Management: Direct management of Strategists. Conduct weekly 1:1s focused on portfolio health, margin maintenance, and professional growth. Training: Bridge the gap between Associate and Strategist roles, ensuring a clear "bench" of talent ready for promotion. Hiring: Lead the technical interview process for new TTS hires, ensuring they can operate within a high-output, system-driven environment. 4. High-Stakes Client Success Escalation Lead: Act as the primary point of contact for "Code Red" client situations, developing save plans and navigating sensitive renewals. Strategic Advisory: Join quarterly business reviews (QBRs) for top-tier clients to provide executive-level confidence and expansion ideas. Churn Mitigation: Maintain the Logo Churn target of <2% , conducting post-mortems on every lost account to improve the system. 5. Systems & Automation Partnership Leverage: Identify delivery bottlenecks and partner with Ops/Dev to automate or "SaaSify" manual tasks (e.g., automated reporting, creator outreach scripts). Visibility: Ensure dashboards exist so delivery health and pod margins are visible weekly and actionable daily. Key Metrics for Success (KPIs) Metric Target Average Pod Gross Margin ≥ 70% (Quarter average across all pods) Net Revenue Retention (NRR) ≥ 85% Monthly Logo Churn ≤ 2.0% Department Execution Rate ≥ 90% (On-time tasks across all pods) Utilization Rate 80–85% (Balanced for peak margin without burnout) Decision Rights Strategic: Full authority over departmental SOPs and "The TTS Playbook." Personnel: Authority to reassign team members between pods to balance workload or protect the 70% margin goal. Financial: Approval of pod-level resource spends (freelancers, tools) provided the 70% margin threshold is maintained. Escalation Required for: Any structural change that drops pod margins below 65%, budget changes >20% at the department level, or termination of key personnel. You’ll Thrive Here If You... Have successfully scaled high-volume TikTok Shop accounts and understand the "pain points" of the platform. Think in Systems: You see a manual task and immediately think about how to automate it to save margin. Are a "Manager-Doer" who can lead a high-level strategy meeting and then audit a pod’s time-tracking or task efficiency. Are obsessed with the Economics of Service —understanding how time and talent translate to profit.