VP, Global Customer Experience

| Pasadena

Job Summary:

The Vice President of Global Customer Experience will lead improvements to deliver an exceptional Customer Experience at iHerb. This VP thinks systematically to identify key components of Customer Experience to responsively fix defects, improve Customer pain points, and proactively lead in technology driven Customer Service Experience. Lead our global Customer Service team focusing on continuously evaluating and proactively improving the framework of tools, platforms, and policies.

Technology will be a core foundation and driver of innovation in Customer Experience, this leader will work closely with Product and Technology teams to drive the adoption of technology and automation in the iHerb Customer Experience. Partnering closely with our NOC, Operations, Global Logistics, and Web Content organizations to champion proactive improvements to each component of the Customer Experience.

Job Expectations:

  • Customer Focus: A role model capable of leading by example in obsessing over our Customers and relentlessly creating a delightful Customer Experience to earn their trust.

  • Customer Service Operations Executive: Lead and develop through continuous improvement in the areas of policies, processes, tools and principles our Customer Service Operations team. Drive success in Customer satisfaction metrics; including quantitative and qualitative metrics.

  • CSX Innovation: Lead in technology driven innovative improvements to Customer Service Experience (CSX) and automation to drive operational efficiencies. Optimize Chatbot technology to generate maximum efficiency, while still maintaining exceptional CSX.

  • CX Issues: Lead Customer Experience Management and the closed-loop framework of identification and resolution of key Customer pain points.

  • User-Generated Content: Monitor the content generated by our global customers, including reviews, to ensure it meets our guidelines.

  • Cross-functional Stakeholder: Key stakeholder and champion of the end-to-end Customer Experience improvements - closing the loop upstream in the core Customer Shopping Experience (Site/App Content, Checkout, order Fulfillment and Delivery).

  • Bias for Action: Leader with a strong bias for action, capable of taking calculated risks to move the cross-functional organization with a sense of urgency.

  • Culture of Customer Data: Lead in the ownership and use of actionable Customer data to drive decision and priority on behalf of our Customers; including CSAT, NPS, CS email/chat, Social Media, App Reviews, and Customer Feedback forms.

Knowledge, Skills and Abilities:

Required:

  • Strong leadership skills and proven capability to develop and hire a high performing team.

  • Excellent problem solving skills, principled approach to understand problems and opportunities, and data-driven approach to decisions.

  • Track record of successful leadership.

  • Experience in real-time monitoring and alerting systems.

  • Ability to incorporate the latest technology into the Customer Experience lifecycle.

  • Skills in managing, upgrading and optimizing Chatbot technology.

Equipment Knowledge:

  • Experience with Microsoft Office Suite (Word, Excel, PowerPoint)

  • Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) Preferred

  • Experience with Zendesk, Tableau, Asana, Chatbot

  • Fluency in Google Applications

Experience Requirements:

10+ years in Customer Experience, CXM, management consulting, technology or related field. Experience leading in organizations with a global customer base.

Education Requirements:

Bachelor’s Degree in Marketing or related field preferred, or a combination of education and equivalent work experience.

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Location

Pasadena is known for its charm, sophistication and the best night life this side of LA! Tech is in Irvine, one of America's best places to live!

An Insider's view of iHerb

What's something quirky about your company?

“Everyone is really different, nice and cool to be around. People are comfortable to be themselves, which is not common.”

Chris

Software Development Engineer I (SCS)

What's the biggest problem your team is solving?

“Most of the challenges stem from the extreme growth of the company in addition to keeping up with the technological advances in the market. We migrate and change quickly to adapt, which is the fun part because we are continuously learning.”

Alina

Senior Software Development Engineer (SCS)

What makes someone successful on your team?

"A top performer on my team is really exceptional at a few things above and beyond the skills to do their work. Building relationships, adapting to the environment as it changes, and acting with urgency are these key abilities that enable them to achieve rapid growth in their career at iHerb."

Sara

Product Manager

How do you empower your team to be more creative?

"More so than empowering individuals, you have to hire the right people, trust them and let them do what they are good at.”

Al

Director of Software Development & Platform (SCS)

What makes someone successful on your team?

"Collaboration, feedback and creative freedom contribute to our team's success. Collaborating and receiving feedback ensures the content of our projects is accurate and effective. We are also given the freedom to approach our projects however we see fit — this flexibility allows us to create learning materials that are engaging and interesting."

Nina

Curriculum Developer

What are iHerb Perks + Benefits

iHerb Benefits Overview

Perks include snack and beverage stations, on-site gym, video arcade room, sand volleyball court, team happy hour and networking events and more. iHerb is dedicated to providing comprehensive medical, dental and vision plans by contributing up to 80% of the monthly costs associated.

Culture
Volunteer in local community
iHerb is committed to helping great causes here at home and around the world. We partners with organizations like the Boys and Girls Club, Susan G Komen, Ronald McDonald House, Exceed, etc...
Partners with Nonprofits
Worldwide, we’ve donated over $5 million. iHerb facilitates two schools in Cambodia in addition to supporting the Cambodian Children's Fund and New Hope Cambodia in support of children's education.
Friends outside of work
Eat lunch together
Intracompany committees
iHerb's iFit and iFocus teams are dedicated to organizing company events in addition to creating wellness programs and initiatives. The overall health and wellness of our team members is priority!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
iHerb Team Members can contribute up to $2700 annually to their FSA.
Disability Insurance
iHerb offers both short and long term disability coverage for its Team Members.
Dental Benefits
iHerb contributes 75% of the monthly costs associated with Cigna DHMO or Cigna DPPO dental plans.
Vision Benefits
Health Insurance Benefits
Starting in 2021, iHerb will cover 100% of the monthly costs associated with Blue Shield's health plans. Through the end of 2020, iHerb contributes up to 80% of the associated costs.
Life Insurance
iHerb provides all full-time Team Members with a 100% company-paid $50,000.00 Life/AD&D policy. In addition, Team Members have the option to elect additional Life/AD&D coverage plans.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
iHerb's team fitness initiatives include in-office yoga and in-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
iHerb contributes a 100% match up to 4% of the Team Member's election.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
iHerb invites employees and their family members to attend a local minor league baseball game every summer.
Vacation & Time Off Benefits
Generous PTO
iHerb employees receive up to 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
iHerb hosts company outings throughout the year (varies by location).
Game Room
Our game room includes Ping Pong, Foosball and Video Games.
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion .
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
iHerb offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250 with a maximum total match of $5250.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
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