Joan Thompson
Jo Thompson is a seasoned customer experience leader currently serving as the Global Customer Service Manager at Saladmaster, where she oversees international customer support operations, manages dealer relationships, and drives service excellence. Her role focuses on ensuring seamless service delivery across multiple regions while fostering a culture of accountability and innovation within her teams.
Before joining Saladmaster, Jo played a pivotal role in building the customer service department for Kylie Skin, a brand under Kylie Jenner. She managed the brand’s launch and implemented customer experience systems that ensured high-quality service from day one. Her experience also includes managing outsourced teams in the Philippines, where she leveraged her bilingual skills and cultural background to train, motivate, and ensure consistent quality across global operations.
Known for her hands-on leadership style, Jo empowers her teams to take ownership of customer satisfaction and solve problems creatively. She is deeply passionate about mentorship, particularly in developing women leaders in corporate and e-commerce environments, and continues to advocate for professional growth and excellence in customer experience management.
• St. Paul College of Manila, Philippines- B.S.
What do you attribute your success to?
I attribute my success to a strong work ethic, the motivation I draw from my family, and the guidance of mentors who have shaped my path. Being a single mother has pushed me to be disciplined and adaptable, while also inspiring me to lead with empathy and lift others up along the way.
What’s the best career advice you’ve ever received?
The best career advice I ever received was to “treat every job like it’s your own business.” It taught me to take ownership of my work, continuously improve processes, and focus on delivering exceptional customer experiences—lessons that have guided me from entry-level roles to global management positions.
What advice would you give to young women entering your industry?
My advice to young women entering this industry is to “be patient, stay curious, and learn every part of the business.” Understanding how departments like sales, logistics, customer service, and marketing connect will make you more confident and valuable and never be afraid to step into leadership—consistency and strong communication often matter more than perfection.
What are the biggest challenges or opportunities in your field right now?
The biggest challenges in customer service today, I believe, are AI automation and bridging generational differences. While AI can streamline processes, human connection remains essential for building strong customer relationships. At the same time, adapting management strategies to engage younger employees—balancing accountability with flexibility—is a key opportunity for growth in the field.
What values are most important to you in your work and personal life?
Integrity, leadership, and continuous improvement guide everything I do, both at work and in my personal life. I believe in leading by example, holding myself accountable, and fostering honesty and professionalism in my teams, while also prioritizing family, self-growth, and gratitude to stay grounded and effective as a leader.