JOB TITLE: SVP, Global Consumer Experience
REPORTS TO: Chief Operating Officer
LOCATION: Needham, MA
SharkNinja, a multi-billion-dollar consumer products company, is seeking an SVP, Global Consumer Experience.
Based in Needham, MA the SVP, Global Consumer Experience will be responsible for defining and executing strategies that deliver an extraordinary consumer experience throughout the entire consumer journey with SharkNinja products, efficiently and at the lowest cost. The SVP, Global Consumer Experience leads the Global Consumer Experience Council, ensuring our consumers' voices are heard and that SharkNinja employees lead with empathy for our consumers.
Here are some of the EXCITING things you'll get to do:
- Consumer Advocacy: Be the voice of the consumer across the SharkNinja organization; create a persistent focus on the consumer in the actions SharkNinja takes; act as a change agent and thought leader by capturing and sharing consumer experience best practices across the organization. Partner with Commercial, Marketing, and Research and Development in defining the consumer journey of engagement with SharkNinja, including researching of our products, interacting with our packaging, the out of box experience, and the first use "moment of truth" through end of product life experience.
- Consumer Service Strategy: Responsible for creating and executing a holistic strategy to enable best-in-class, extraordinary consumer experience in both the direct-to-consumer purchase process as well as the ownership experience.
- Digital Strategy: Partner with our DTC, Marketing, and Product Development leadership to deploy cutting edge digital tactics to improve the consumer experience.
- Service Excellence: Responsible for ensuring that SharkNinja is providing quick and appropriate resolution for all consumer issues.
- Advanced Analytics: Establish KPIs and metrics to report on performance of processes and programs, transforming data into actionable insights and recommendations.
- Develop A High-Performance Team: Build a global, high performance, versatile and agile team capable of driving transformational change for the organization.
ATTRIBUTES & SKILLS:
- (10+) years of experience in consumer experience and consumer service transformation required.
- Track record of leading with Voice of the Consumer and for having great empathy and passion for the Consumer.
- High digital acumen; understanding of technology and best practices for how to deliver an outstanding consumer experience.
- Experience with direct-to-consumer sales and post-sale consumer experience.
- Proven experience in using data (KPIs) in a measurable way to achieve specific strategic results.
- Experience in leading global teams; demonstrated emotional and cultural intelligence.
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