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VP, Global Customer Experience

Pasadena, CA, USA | iHerb

  • Industry:
    Retail
  • Position Type:
    Full-Time
  • Functions:
    General Management
    Customer Experience & Support
  • Experience:
    10-12 years
Job Description:
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The Vice President of Global Customer Experience will lead improvements to deliver an exceptional Customer Experience at iHerb.This VP thinks systematically to identify key components of Customer Experience to responsively fix defects, improve Customer pain points, and proactively lead in technology driven Customer Service Experience. Lead our global Customer Service team focusing on continuously evaluating and proactively improving the framework of tools, platforms, and policies.


Technology will be a core foundation and driver of innovation in Customer Experience, this leader will work closely with Product and Technology teams to drive the adoption of technology and automation in the iHerb Customer Experience. Partnering closely with our NOC, Operations, Global Logistics, and Web Content organizations to champion proactive improvements to each component of the Customer Experience. 


Job Expectations: 


Customer Focus: A role model capable of leading by example in obsessing over our Customers and relentlessly creating a delightful Customer Experience to earn their trust.


Customer Service Operations Executive: Lead and develop through continuous improvement in the areas of policies, processes, tools and principles our Customer Service Operations team. Drive success in Customer satisfaction metrics; including quantitative and qualitative metrics.


CSX Innovation: Lead in technology driven innovative improvements to Customer Service Experience (CSX) and automation to drive operational efficiencies. Optimize Chatbot technology to generate maximum efficiency, while still maintaining exceptional CSX.


CX Issues: Lead Customer Experience Management and the closed-loop framework of identification and resolution of key Customer pain points.


User-Generated Content: Monitor the content generated by our global customers, including reviews, to ensure it meets our guidelines.


Cross-functional Stakeholder: Key stakeholder and champion of the end-to-end Customer Experience improvements - closing the loop upstream in the core Customer Shopping Experience (Site/App Content, Checkout, order Fulfillment and Delivery).


Bias for Action: Leader with a strong bias for action, capable of taking calculated risks to move the cross-functional organization with a sense of urgency.


Culture of Customer Data: Lead in the ownership and use of actionable Customer data to drive decision and priority on behalf of our Customers; including CSAT, NPS, CS email/chat, Social Media, App Reviews, and Customer Feedback forms.


Knowledge, Skills and Abilities:


 Required:  


Strong leadership skills and proven capability to develop and hire a high performing team.


Excellent problem solving skills, principled approach to understand problems and opportunities, and data-driven approach to decisions.


Track record of successful leadership.


Experience in real-time monitoring and alerting systems.


Ability to incorporate the latest technology into the Customer Experience lifecycle.


Skills in managing, upgrading and optimizing Chatbot technology.


Equipment Knowledge: 


Experience with Microsoft Office Suite (Word, Excel, PowerPoint)


Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) Preferred


Experience with Zendesk, Tableau, Asana, Chatbot


Fluency in Google Applications


Experience Requirements:


10+ years in Customer Experience, CXM, management consulting, technology or related field. Experience leading in organizations with a global customer base.


Education Requirements: 


Bachelor’s Degree in Marketing or related field preferred, or a combination of education and equivalent work experience.


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