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Head of Customer Experience
Viki
San Mateo, CA, United States
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Viki, a Rakuten Company (Japan Stock Exchange: 4755), is a global TV site with more than tens of millions of viewers a month watching the world’s primetime TV and movies, subtitled in over 200 languages by a community of fans. With billions of videos viewed and more than 1 billion words translated, Viki brings global entertainment to fans everywhere.
We are in search of a Head of Customer Experiencefor Rakuten, the parent company of Viki Inc. The role requires overseeing, developing and implementing creative, scalable solutions to keep up with the high catalog growth rate. This role will lead the vision, strategy and team responsible for monitoring and analyzing the key business metrics, while also implementing strategies and initiatives to continuously improve the customer experience. This role will be based in San Mateo, California and will work closely with teams based in Rakuten's global HQ in Tokyo, Japan. Essential duties and responsibilities may include, but are not limited to:
• Develop and execute a clearly defined customer experience improvement strategy in a manner that supports business growth, enhances equity, drives awareness and builds a loyal and engaged customer base
• Build and maintain strong cross-functional alignments and partnerships,
• Work with business and technical teams to identify and make significant changes to site features and experience, driving data quality and a top-tier customer experience
• Automate features and scale processes to improve convenience and product discoverability for shoppers,
• Define and implement improvements to product category classifications, product details/attribute, and inter-product relationships;
• Produce impact analysis to measure ROI
• Utilize data to uncover insights and trends, develop actionable metrics and improvement plans based on the analysis and automate solutions to reduce manual effort
Qualifications
• Bachelor's degree in Business or related field
• MBA or advanced degree preferred
• 8+ years experience in customer experience
• Extensive industry experience with SQL, XML
• Deep knowledge of online marketing strategy development
• Built and led teams and influenced broader cross-functional teams
• Previous eCommerce industry experience strongly preferred
• Open to travel, domestic and international, as needed
Rakuten Group of companies also includes Viber, eBates, Kobo and more; reaching a global audience of nearly 1 billion users. This is an excellent opportunity to join a medium-sized team and make a difference as we scale.
Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Viki are considered property of Viki and are not subject to payment of agency fees