Arbonne International, LLC

  • VP Customer Experience

    Job Locations US-CA-Irvine
    Posted Date 3 weeks ago(11/28/2018 8:59 PM)
    ID
    2018-4084
    # of Openings
    1
    Category
    Marketing
  • Overview

    The Customer Experience, VP will be at the helm of ideating and developing an exciting new initiative to aid in the enhancement of the holistic customer experience. You will additionally play a critical role in delivering a new digital product that will support Arbonne consultants while partnering with the internal Tech, Marketing, and Operations teams.

     

    The ideal candidate will have a deep understanding of digital operational needs, metrics analysis, customer messaging, engagement, retention, and working with a direct marketing sales force.

    Responsibilities

    • Build and execute a new initiative designed around helping Consultants to deliver best-in-class customer experiences across all touchpoints (eCommerce, customer call centers, email, social, and more).
    • Set short- and long-term strategic priorities to elevate the Customer experience with a heavy focus on messaging by identifying opportunities to elevate the customer experience.
    • Leverage Customer Journey insights to identify and prioritize ideal opportunities for upgrading customer touchpoints.
    • Lead cross-functional development – in partnership with Brand, Customer Care, Field, Digital, IT and other teams.
    • Measure impact of newly developed experience on business KPIs.
    • Partner with Learning & Development and Field Teams to build out training, create incentives, and launch programs.
    • Measure program adoption success.
    • Build & execute a roadmap for integrating customer data into Consultant backend tools and dashboards to improve CRM capabilities.
    • Build and execute customer learning agenda for keeping a continuous pulse on customer sentiment.
    • Build strategies and tactics to address Passives/Detractors and retain Promoters.
    • Represent the voice of the customer in digital journey mapping, UX & UI design, and other initiatives.
    • Partner with Customer Support to identify customer pain points and build tangible programs with plans to address.
    • Foster a culture of customer centricity and a service mindset across the organization. Be the champion for the customer and the go-to expert.

    Qualifications

    • Bachelor’s degree and 10+ years of experience in customer experience with an expertise in Direct to consumer industry.
    • Experience working with companies at the cutting edge of developing unique customer journeys.
    • In-depth knowledge of customer service principles and best practices.
    • Previous experience working with SalesForce Marketing Cloud or similar.
    • Demonstrated experience of scaling a customer centric organization.
    • Ability to respond quickly to changing needs and adapt as necessary to meet new challenges.
    • Strong analytical, critical thinking, communication, interpersonal and organizational skills.
    • Outstanding problem-solving skills, self-motivated and an entrepreneurial spirit.
    • Beauty, health & wellness, or direct sales backgrounds are highly desired.

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    Discover Arbonne

    Thank you for visiting the Arbonne Career Site! As you can see, we are actively seeking amazing talent to join our growing team of dedicated professionals across various areas of the business.

    From Creative, Customer Service and Events — to IT, Operations, Product Marketing and much more — we proudly employ hundreds of dynamic, enthusiastic and positive people who work to make a difference every day. Our mission is to transform lives through pure, botanically based ingredients in scientifically tested products; a pure, healthy lifestyle; and the pure joy of helping others. We believe in the power of our people and our products to transform your life, and in turn, the lives of others. This is at the heart of what we do and who we are at Arbonne.

    If you did not find a current listing for a role that might suit you, we hope you will take a moment and upload your resume for us to keep on file in consideration for future job openings. We will then add you to our email database and automatically keep you informed about new positions and related updates. We would love to stay in touch!

    About Us

    Founded in Switzerland in 1975, and brought to the U.S. in 1980, Arbonne International creates personal care and wellness products crafted with premium botanical ingredients and innovative scientific discovery. Arbonne’s personal care and nutrition formulas are vegan certified, cruelty-free, formulated without gluten, dermatologist–tested and adhere to a strict Ingredient Policy. Arbonne products are available at arbonne.com or through an extensive network of Arbonne Independent Consultants in 7 countries: U.S., Canada, Australia, Poland, New Zealand, Taiwan and the United Kingdom. Arbonne is a privately held company headquartered in Irvine, California.