Vice President, Customer Happiness

ABOUT US:

At the heart of AG1 lies a commitment to our mission to empower people to take ownership of their health. Since 2010, we've dedicated ourselves to bringing Foundational Nutrition to people around the world.

Our ethos is deeply rooted in science, with an unwavering dedication to continuous improvement. We leverage and contribute to the latest research to deliver a powerful, straightforward solution for optimal health to our customers. We harness the finest ingredients so that every scoop of AG1 gives you the nutrients you need with the simplicity you want in a daily routine.

Likewise, our organization puts the same energy into creating an environment that is a reflection of the cultural values that define who we are and how we work together. These seven values— One Spectacular Life, Customer Centric, Radical Ownership, High Performance, Courage, Good Humans and Continuous Improvement—are a representation of the high standards we set, and hold ourselves accountable to, when it comes to building our global team.

THE ROLE:

We are seeking a dynamic and strategic leader to join our organization as the Vice President of Customer Happiness. In this role, you will be responsible for creating and executing a comprehensive customer happiness strategy that drives customer satisfaction, loyalty and advocacy.

Your primary focus will be on enhancing the overall customer experience and ensuring our customers receive exceptional support, service, and care. You will lead a team dedicated to providing outstanding customer service across all touchpoints, leveraging technology, analytics, and customer insights to continuously improve our customer experience, engender customer loyalty, and unlock our first party data within our Marketing organization to drive growth.

KEY ACCOUNTABILITIES:

Develop and Execute Customer Happiness Strategy:

• Define and implement a holistic global customer happiness strategy aligned with the organization’s overall goals and objectives.
• Drive initiatives to enhance customer satisfaction, loyalty, and advocacy by ensuring the delivery of outstanding customer experiences.
• Collaborate with cross-functional teams to ensure customer-centricity across all departments and touchpoints.

Build and Lead Customer Happiness Team:

• Recruit, train, mentor, and motivate a high-performing team focused on delivering exceptional customer support and service.
• Set clear goals, provide regular feedback, and conduct performance evaluations to foster professional growth and excellence within the team.
• Establish and enforce customer service standards, processes, and best practices to ensure consistent service delivery.

Enhance Customer Experience:

• Identify customer pain points and opportunities to improve the overall customer experience.
• Develop and implement initiatives to streamline processes, reduce customer effort, and maximize customer satisfaction.
• Collaborate with product development and marketing teams to incorporate customer feedback into product/service enhancements and improvements.

Data and Analytics:

• Leverage customer data and analytics to identify trends, insights, and opportunities for improvement.
• Implement and utilize customer feedback systems and surveys to gather actionable insights.
• Monitor key performance indicators (KPIs) related to customer happiness and regularly report on progress to senior leadership.
• Leverage data and analytics to measure performance and drive improvement across the entire CH organization, including outsourced BPO partners.

Drive a Customer-Centric Culture:

• Champion a customer-centric mindset throughout the organization by promoting a culture of empathy, accountability, and responsiveness.
• Collaborate with internal stakeholders to ensure a seamless and consistent customer experience across all departments.
• Establish and maintain strong relationships with key customers and stakeholders.

WHAT WE’RE LOOKING FOR:

• Bachelor’s degree in business administration, marketing, or a related field; Master’s degree preferred.
• Proven experience (10+ years) in a senior leadership role focused on customer experience, customer success, or customer support; experience working in regulated industries a plus.
• 5+ years of experience building and managing high performing teams.
• Experience building and leading distributed global teams, including BPO partners.
• Demonstrated success in developing and executing customer happiness strategies that drive measurable improvements in customer satisfaction and loyalty.
• Strong leadership and people management skills, with the ability to inspir