Manager, Customer Experience

Marketing Uxbridge, United Kingdom


Description

Position at Herbalife UK

Position Title: Manager, Customer Experience

Status: Full time, Permanent

About Herbalife:

Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight-management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries. Herbalife is a publicly traded company on the New York Stock Exchange (NYSE: HLF) with more than 10,000 employees and millions of customers. The company reported net sales of $5.5 billion in 2020. 

Our products are available exclusively through educated and trained independent Herbalife Nutrition distributors who provide comprehensive and personalized solutions to their customers’ nutrition and wellness goals. This person-to-person, high-touch experience is critical to our mission to improve the nutritional habits of our communities and is what positively differentiates us.

Job Details:

Manager, Customer Experience

As the Manager, Customer Experience, you will be responsible for ensuring that the brand experience is as smooth and consistent as possible. This role will see you leading the team as they look at the journey a new Distributor would take and, part of an exciting new programme within Herbalife, looking at the experience and offerings to our preferred Customers. The third arm would be looking at how we engage and ultimately work with new prospective customers.

As the Manager, Customer Experience you will use customer insight analysis to identify opportunities to optimise our existing and future customer journeys. You will support the development of new business propositions by providing customer journey maps and CX best practice. We would also be looking for someone to recommend areas for improvement and innovation and work with cross-functional teams to define project requirements, business cases and delivery plans. They will help drive forward the implementation of initiatives into the operation both with our Distributor and Preferred Customer members. 

Key responsibilities:

  • Lead, Track and Measure our Customer Experience Journeys.
  • Confirm and establish measurement and review of E2E Customer Experience indicators on a regular basis with senior stakeholders of each function and agree actions to close performance gaps and drive customer-centric joined-up decision-making
  • Coordinate the definition of CX within Herbalife and the customer offer
  • Develop a targeted coherent customer experience across touch-points and customer propositions that will strengthen HN’s position as a leading nutrition brand.
  • Operationalise strategic priorities.
  • Translate high-level strategic priorities and opportunities into structured projects with clear financials and action plans for key functions
  • Manage projects. For high-profile cross-functional projects, manage projects to ensure fast realisation of the value for customers, distributors and the Company through clear OKRs, stakeholder alignment, pragmatic execution including piloting/experimentation and effective roll-out
  • Track implementation. Establish a Quarterly governance with Execs to report on progress of key missions, CX KPIs along with Directors of key functions

  

What we are looking for: 

  • A customer mindset with the ability to review features and communications assets from all viewpoints to understand weaknesses/ enhancements.
  • Excellent project management, presentation and communication skills
  • Self-starting and highly motivated.
  • Comfortable with ambiguity and working as part of a rapidly evolving business
  • Strong communicator, comfortable working with others in person and remotely as part of a multi-disciplinary team. Able to build lasting and valued relationships.
  • Strong quantitative & analytical skills and the ability to interpret data, make timely and accurate decisions and communicate recommendations
  • Strong influencing and reasoning skills to drive key decision points

What we offer:

Herbalife Nutrition offers competitive salaries and a comprehensive benefits package including, a generous pension scheme, car allowance, bonus scheme, private health care, discount on Herbalife products, service award scheme and much more.

How to Apply

If you would like to be part of a dynamic business that values people as individuals as well as inspires and motivates its employees to succeed and expand their talents, please apply via the link provided.

Please note that if successful, Herbalife will ask for 5 years of employment history via reference checks and evidence of any stated qualifications before you join the business.