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:

• 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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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 staffingvendors@iherb.com. 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 Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve 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 50,000 products, from over 1,800 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