JOB TITLE: SVP, Global Consumer Experience

REPORTS TO: Chief Operating Officer

LOCATION: Needham, MA

Our mission to positively impact people’s lives every day in every home around the world allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love. As we continue to grow, we are excited to add a Senior Vice President, Global Consumer Experience to our global team.

OVERVIEW:

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. Be a part of the product development cycle, ensuring that SharkNinja is providing an extraordinary experience, while stopping the calls.

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; must be a strong influencer and able to not only create the strategy, but influence other key leaders to adopt it to enable success.

Digital Strategy: Partner with our DTC, Marketing, and Product Development leadership to deploy cutting edge digital tactics to improve the consumer experience; evaluate opportunities to increase efficiencies by leveraging digital platforms; and continue to evolve the self-service platform for consumers.

Service Excellence: Responsible for ensuring that SharkNinja is providing quick and appropriate resolution for all consumer issues. Effectiveness is measured by items such as escalations, abandoned call rates, speed to answer, net promotor score, and consumer service rating.

Advanced Analytics: Establish KPIs and metrics to report on performance of processes and programs, transforming data into actionable insights and recommendations; identify trends and outliers; and develop and implement processes for providing closed-loop feedback on consumer insights to various teams within SharkNinja, including research and development.

Develop A High-Performance Team: Build a global, high performance, versatile and agile team capable of driving transformational change for the organization and staying on top of the evolving consumer needs. Initially, lead four reports and their teams, with focus on North America, Europe and UK; expand the team in alignment with the SharkNinja International growth plan.

ATTRIBUTES & SKILLS:

The ideal candidate will have leadership experience in organizations known for extraordinary consumer experience and will have a demonstrated track record of successful consumer experience transformations. This leader must be a proactive, action-oriented leader with the ability to quickly solve complex problems. Most importantly, this individual must balance the strategic and hands-on requirements of this position with a flexible working style and a proven ability to influence key internal and external stakeholders. This leader must have a burning desire to “Positively Impact People’s Lives”.

Ideally, this leader will bring:

• (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.
• Successful track record in working with and through third party partners to drive consumer experience, while driving efficiency and cost reduction.
• 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.
• Track record of using tools and reporting to measure and evaluate consumer experience (e.g. Sprinklr, Zoom IVR, Zendesk, etc.).
• Proven experience in using data (KPIs) in a measurable way to achieve specific strategic results that are relevant to the organization. The ideal candidate will have strong analytical skills to develop, measure and improve key performance indicators.
• Proven ability to quickly turn data into actionable insights.
• Proven ability to influence across the organization
• An entrepreneurial spirit and comfort working in a dynamic, fun, fast-paced environment.
• A team oriented and collaborative approach with proven ability to influence across the organization. Track record of results from building effective long-term relationships at all levels, internally and externally.
• Experience in leading global teams; demonstrated emotional and cultural intelligence.
• Unpretentious confidence. Communicate transparently – listen actively and speak respectfully.
• Operate with a strong work ethic and an unrelenting resolve to follow through and meet commitments.
• A demonstrated willingness to learn, roll-up their sleeves and set an example for the team as a “doer.”
• Experience with warranty programs a plus.
• Strong business and financial acumen with a proactive, solutions-oriented approach to risk management.
• Demonstrated capability in developing and leading teams to pursue alternative solutions and present ideas.

YOUR ROLE in DIVERSIFYING

• As a corporate citizen, learn and support SharkNinja’s Diversity, Equity & Inclusion strategy
• Be an Ally, find internal Champions
• Explore SharkNinja’s Employee Resource Groups or volunteer to serve on committees that organize diversity-related events and activities
• Participate in employee engagement surveys and respond as openly and honestly as possible
• Become culturally competent; take the time to learn about different cultures, races, religions and backgrounds represented by your colleagues
• Treat people in a way they wish to be treated rather than the way you wish to be treated