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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The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work.  The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc.  iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.

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 company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s 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 iHerbBenefits.com.

Anticipated Pay Scale:$115,850—$184,307 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 staffingvendors@iherb.com. Do not contact iHerb employees directl