Manager, CX & Voice of the Customer
Manager, CX & Voice of the Customer
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Job Description
This role is responsible for building and managing the Customer Experience strategy for iHerb. They 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 iHerbs 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
The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable with or without notice.
Knowledge Skills and Abilities:
Required:
- Understanding of iHerbs customer channels the internal structure of a customer support team and IT team
- Knowledge of iherbs customer systems and reporting
- Detailed and deadline oriented with excellent project management skills.
- Bilingual is a major plus
Equipment Knowledge:
- Zendesk reporting
- Experience with Microsoft Office Suite (Word Excel PowerPoint)
- Experience with Google Business Suite (Gmail Drive Docs Sheets Forms) preferred
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:
Bachelors Degree in Business Marketing or related field preferred or a combination of education and equivalent work experience.
#LI-LR1
Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical dental vision and basic life insurance programs and may enroll in our companys 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the companys policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.
Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
For more information on iHerb benefits visit us at .
Anticipated Pay Scale:
$115850 - $184307 USD
Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party (Agency) candidates. If you are an Agency please send any requests to be considered as a supplier in our Vendor Management System to . Do not contact iHerb employees directly. If requested to work on a role any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earths best-curated selection of health and wellness products at the best possible value delivered with the most convenient experience.
Were the worlds largest eCommerce platform dedicated to vitamins minerals and supplements and other health and wellness products. For more than 25 years weve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items we ship over 50000 products from over 1800 brands direct to our customers in 180 countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer Empower Our People Be Entrepreneurial & Pivot Quickly
Embrace Diversity & Inclusion Strive for Simplicity
iHerb Benefits
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 benefitslist visit our international team members you may be eligible forbenefitsdepending on the country where you are Acquisition Partner/local HR representative will go over thebenefitsyou 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.
Required Experience:
Manager
Employment Type
Full Time
