Manager, CX & Voice of the Customer

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 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

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 iHerb’s customer channels, the internal structure of a customer support team and IT team
• Knowledge of iherb’s 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:

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

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