SVP, Global Consumer Experience

Our purpose is to positively impact people’s lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

JOB TITLE: SVP, Global Consumer Experience

REPORTS TO: Chief Operating Officer

LOCATION: Needham, MA

Our mission to positively impact people's lives every day in every home around the world allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love. As we continue to grow, we are excited to add a Senior Vice President, Global Consumer Experience to our global team.

OVERVIEW:

SharkNinja, a multi-billion-dollar consumer products company, is seeking an SVP, Global Consumer Experience.

Based in Needham, MA the SVP, Global Consumer Experience will be responsible for defining and executing strategies that deliver an extraordinary consumer experience throughout the entire consumer journey with SharkNinja products, efficiently and at the lowest cost. The SVP, Global Consumer Experience leads the Global Consumer Experience Council, ensuring our consumers’ voices are heard and that SharkNinja employees lead with empathy for our consumers.

Here are some of the EXCITING things you’ll get to do:

Consumer Advocacy: Be the voice of the consumer across the SharkNinja organization; create a persistent focus on the consumer in the actions SharkNinja takes; act as a change agent and thought leader by capturing and sharing consumer experience best practices across the organization. Partner with Commercial, Marketing, and Research and Development in defining the consumer journey of engagement with SharkNinja, including researching of our products, interacting with our packaging, the out of box experience, and the first use “moment of truth” through end of product life experience. Be a part of the product development cycle, ensuring that SharkNinja is providing an extraordinary experience, while stopping the calls.

Consumer Service Strategy: Responsible for creating and executing a holistic strategy to enable best-in-class, extraordinary consumer experience in both the direct-to-consumer purchase process as well as the ownership experience; must be a strong influencer and able to not only create the strategy, but influence other key leaders to adopt it to enable success.

Digital Strategy: Partner with our DTC, Marketing, and Product Development leadership to deploy cutting edge digital tactics to improve the consumer experience; evaluate opportunities to increase efficiencies by leveraging digital platforms; and continue to evolve the self-service platform for consumers.

Service Excellence: Responsible for ensuring that SharkNinja is providing quick and appropriate resolution for all consumer issues. Effectiveness is measured by items such as escalations, abandoned call rates, speed to answer, net promotor score, and consumer service rating.

Advanced Analytics: Establish KPIs and metrics to report on performance of processes and programs, transforming data into actionable insights and recommendations; identify trends and outliers; and develop and implement processes for providing closed-loop feedback on consumer insights to various teams within SharkNinja, including research and development.

Develop A High-Performance Team: Build a global, high performance, versatile and agile team capable of driving transformational change for the organization and staying on top of the evolving consumer needs. Initially, lead four reports and their teams, with focus on North America, Europe and UK; expand the team in alignment with the SharkNinja International growth plan.

ATTRIBUTES & SKILLS:

The ideal candidate will have leadership experience in organizations known for extraordinary consumer experience and will have a demonstrated track record of successful consumer experience transformations. This leader must be a proactive, action-oriented leader with the ability to quickly solve complex problems. Most importantly, this individual must balance the strategic and hands-on requirements of this position with a flexible working style and a proven ability to influence key internal and external stakeholders. This leader must have a burning desire to “Positively Impact People’s Lives”.

Ideally, this leader will bring:

• (10+) years of experience in consumer experience and consumer service transfor