Manager, CX & Voice of the CustomerUnited States of America - Remote / Home Office

Manager, CX & Voice Of The Customer

Job Summary :

This role is responsible for building and managing the Customer Experience strategy for iHerb. Will work collaboratively with leadership and departments including GL, Warehouse, IT, Product and Marketing. This role is pivotal in understanding customer pain points and providing solutions to improve customer and user experience.

Job Expectations :

• Manages team responsible for customer feedback analysis, User Research and reduction of all customer friction points.
• Owner and operator of session reconstruction tools, customer surveys, CRM, AI feedback analysis software.
• Ownership of external customer experience projects that come from Qualtrics, UnitQ and / or Fullstory
• Voice of the customer for iHerb's multilingual Chatbot. Which includes maintaining top tier CSAT and the growth strategy with Product
• Shared management of CX tools such as Qualtrics, Fullstory, Usertesting. responsible for company KPIs, expenses and contracts
• Project Management and reduction of CX issues for order damages, refund policy, site bugs, product enhancements, promotional marketing improvements and logistical delays
• Leads weekly Voice of the Customer meetings for Product, IT, Marketing, Logistics and Customer Service
• Provides weekly VOC coordination for PXO, Warehouse, Marketing and IT which includes surveys, interviews and more
• Growth of Self Service pages and content within Knowledge Base to accommodate a customer base of 3 million+ and 100+ different countries
• Accountable for successful resolution of all customers facing priority 1 issues
• Responsible for presentation of customer issues and feedback to the executive management team
• Assist with customer service strategy and outward facing messaging

Knowledge, Skills and Abilities :

Required :

Equipment Knowledge :

Experience Requirements :

Generally, requires a minimum of five (5) to seven (7) years of experience in a Customer Experience role in an ecommerce environment.

Education Requirements :

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

Focus on the Customer Empower Our People Be Entrepreneurial & Pivot Quickly Embrace Diversity & Inclusion Strive for Simplicity

At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner / local HR representative will go over the benefits you are eligible for.

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.