The Director, CRM and Retention Marketing will lead iHerb’s global customer communications and retention strategy and operations. The primary objective is to convert, engage and retain customers through email/mobile push/SMS/in-app marketing campaigns, on-site promotions and other digital customer retention strategies. The role will also oversee marketing operations and vendor co-op activities.
Lead the vision, strategy, and results for email, Push, SMS and site content programs with the goal of driving increased customer retention, loyalty and overall LTV
Partner with Product and IT Teams to ensure technology and product integrations roadmap delivers on the marketing team’s ability to execute global CRM campaigns
Partner with the business intelligence team to ensure our customer cohorts are being nurtured and activated through segmentation, personalization, and triggered efforts, supporting the long-term engagement of our customer base
Drive end to end process efficiency including briefing, planning, execution and follow up reporting Ensure flawless technical execution of all channels, ensuring maximum deliverability and mitigation of risk, while synchronizing efforts across content, creative, growth marketing, and market teams
Develop a testing strategy to continually optimize all areas of the email, SMS, Push, and Site Content programs (i.e. subject lines, timing, creative, segmentation, frequency, etc.)
Oversees email list and performance hygiene: monitors deliverability KPIs; remediates mail blocks, hard and soft bounces, spam traps; ensures data duplication and list scrubs; monitors email points of collection to ensure clean data and best practices in email collection mechanisms
Oversee the ad operations platform, ensuring revenue growth goals are met, and the product meets the needs of vendor partners
Establish a global ‘center of excellence’ dedicated to aligning with current industry best practices, legal & privacy requirements; researches innovation and emerging trends in CRM marketing to continuously improve and provide guidance to regional teams
Build, mentor and manage the CRM and marketing operations team
Own third party vendor relationships and nurture the partnership to help improve current programs and identify areas of opportunity
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:
7+ years of digital CRM, retention, and/or marketing operations experience, preferably in DTC ecommerce; experience with Iterable or similar CRM platform preferred
Deep experience with Google Analytics, mobile app analytics, and similar analytics platforms
5+ years of experience managing people and teams but is not above rolling up your sleeves to assist in execution. Needs to be comfortable with leading and doing
Experience in growth-stage ecommerce company highly preferred
Both a strong strategic thinker, with the ability to translate quantitative and qualitative data/insights into strong marketing strategies, and a highly organized “doer,” with a data-driven mentality and a bias towards action
Customer-oriented and hyper-analytical, with a positive, entrepreneurial spirit.
Proven record of partnering cross functionally to drive top line growth
Deep experience with top ESP platforms, both from a technical integrations and user perspective.
Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
Generally requires a minimum of seven (7) years of digital CRM, retention, and/or marketing operations experience, preferably in DTC ecommerce; experience with Iterable or similar CRM platform preferred.
Bachelor’s Degree or equivalent experience preferred.
iHerb is a leading global e-commerce retailer with an emphasis on providing an exceptional selection of nutritional and wellness products for the past 25 years. With over 30,000 products shipped to over 180 countries, we provide the best overall value for natural products through an innovative and efficient supply chain process.
Our teams have a strong sense of commitment and pride in their work, which has allowed us to grow, even during the recent pandemic. At iHerb, our purpose is to empower people to enhance their health, happiness, and well-being — that starts with valuing our team members by providing a positive work environment with competitive benefits. Our five shared values unite our team members across the globe and provide a stable foundation. These values speak to who we are, the culture we’re building, and how every single team member contributes to our larger company vision.
iHerb's Shared Values
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly · Embrace Diversity & Inclusion · Strive for Simplicity
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well and plan for the financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. Below is a snapshot of the benefits we offer our team members. For a more comprehensive listing, visit www.iHerbBenefits.com.
- Medical Care: Starting in 2021, iHerb covers 100% of the associated cost for medical benefits
- Dental and Vision benefits
- Safe Harbor 401(k) + company match (100% of the first 6% of the employee’s contribution)
- Company-paid Term Life Insurance
- Short and Long Term Disability
- Flexible Spending Account (for qualifying expenses)
- Pet Insurance
- Voluntary Supplemental Benefits
- Education Reimbursement Programs
- Professional Development and Job Training
- Wellness Programs with opportunity to earn up to $300 per year
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.