Manager, CX & Voice of the Customer

Summary

Join iHerb's Customer Experience team and build and manage the company's Customer Experience strategy. Collaborate with various departments to understand customer pain points and implement solutions to enhance customer and user experience. Manage a team responsible for customer feedback analysis, user research, and reducing customer friction points. Utilize session reconstruction tools, customer surveys, CRM, and AI feedback analysis software to achieve this goal. Own external customer experience projects and serve as the voice of the customer for iHerb's multilingual chatbot. Share management of CX tools and be accountable for company KPIs, expenses, and contracts. Lead weekly Voice of the Customer meetings and provide weekly VOC coordination for various departments. Grow self-service pages and content within the Knowledge Base. Ensure successful resolution of all priority 1 customer issues and present customer issues and feedback to executive management. Assist with customer service strategy and outward-facing messaging.

Requirements

• 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
• Zendesk reporting
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
• Generally, requires a minimum of five (5) to seven (7) years of experience in a Customer Experience role in an ecommerce environment

Responsibilities

• 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

Preferred Qualifications

• Bilingual is a major plus
• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
• Bachelor’s Degree in Business, Marketing or related field preferred, or a combination of education and equivalent work experience

Benefits

• At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future
• Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind
• For the comprehensive benefits list, visit www.iHerbBenefits.com
• For our international team members, you may be eligible for benefits depending on the country where you are employed
• The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for