Job Summary:

The iHerb Marketing Team is looking for a Senior Manager of Email & Retention. This role will help provide leadership and strategy for prospects and customers via email, SMS and App Push channels. They will be able to turn customer data and insights into actionable conversation strategies. You will help to lead efforts to increase customer engagement, retention, build segmented customer journeys and improve customer communications experience.

 

Job Expectations:

Develop an overall CRM strategy & communications plan to leverage the most effective marketing channels (email, push, in-app, SMS etc.) to drive success against critical KPIs (onboarding, LTV improvement, advocacy, retention & winback).

Test segmentation, A/B testing and personalization strategies to give our customers the most relevant experience in our global markets

Manage program performance on an ongoing basis and optimize rules to maximize effectiveness. Ensure that all campaigns have clearly defined success metrics which are tracked and analyzed via reporting dashboards.

Build, test and optimize lifecycle programs to increase the ROI of CRM activity from conversion through to dormant reactivation, churn management and increasing LTV.

Evaluate, onboard, and integrate new vendors and technology to optimize and increase effectiveness of tactics / programs.

Develop and execute end-to-end email, SMS and mobile push notification campaigns that drive revenue growth through retention and cross-selling.

 

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

 

Knowledge, Skills, and Abilities:

Required:

Proven track record working at the strategic and tactical level to develop and execute innovative CRM initiatives (including personalized trigger campaigns, up-sell and cross-sell strategies, promotions and customer segmentation).

Strong business acumen, quantitative, analytical, with strong communication skills

Ability to thrive in a dynamic and fast-paced environment, drive change, and collaborate effectively with a variety of individuals and teams

 

Equipment Knowledge:

Experience with Microsoft Office Suite (Word, Excel, PowerPoint)

Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred

 

Experience Requirements:

Generally requires a minimum of 7+ years of CRM/ retention marketing, email, SMS and/or mobile push/in-app marketing experience

Hands-on experience with the following channels (at scale): email, push, in-app, SMS

Experience driving campaigns from concept through to execution and post-campaign analysis

Experience with HTML, data feeds, dynamic email, and personalized email

Strong ESP experience, especially onboarding new platforms

Experience in an e-commerce, subscription, or B2C environment

Education Requirements:

A bachelor’s degree in marketing, advertising, statistics, or other related field

 

#LI-ZL1

At iHerb we strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.

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