Director, CRM & Retention Marketing

United States of America - Irvine, California

Job Summary: 

The Director, CRM and Retention Marketing is a highly strategic role that will lead iHerb’s customer retention & CRM efforts, working cross-functionally to drive our global customer retention strategy in close partnership with the marketing operations team, product teams, and international teams. The ideal candidate will have a passion for driving customer engagement, retention, and loyalty.

Job Expectations: 

• Develop and lead iHerb’s global customer retention strategy, with the goal of driving higher repurchase rates, increased share of wallet, and overall lifetime value.
• Partner closely with international marketing leads, as well as executives to define the ideal customer journey and work cross-functionally to ensure effective execution.
• 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
• Collaborate with the customer experience team to understand the voice of the customer, and translate that into actionable strategies and tactics to continuously iterate and improve.
• Collaborate with global apps team to develop a cohesive app retention and communications strategy.
• Partner with merchandising team to understand the impact of product assortment, inventory and pricing on global customer retention.
• Ensure flawless technical execution of all CRM channels, 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.)
• Own third party vendor relationships and nurture the partnership to help improve current programs and identify areas of opportunity
• Serve as the iHerb subject matter expert on all aspects of customer retention and loyalty.

Knowledge, Skills and Abilities:

• 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

Equipment Knowledge: 

• 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

Experience Requirements:

Generally requires a minimum of ten (10) plus years of digital CRM, retention, and/or marketing operations experience, preferably in DTC ecommerce; experience with Iterable or similar CRM platform preferred.

Education Requirements: 

Bachelor’s Degree or equivalent experience preferred.

#LI-ME1

The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc. iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.

Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.

Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.

For more information on iHerb benefits, visit us at iHerbBenefits.com.

Anticipated Pay Scale:

$176,534—$264,801 USD

Staffing Agency Submission Notice

iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.

About iHerb

iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.

Our vision is to become the #1 destination for health and wellness across the world.

With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:

Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·

Embrace Diversity & Inclusion · Strive for Simplicity

iHerb Benefits

At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for. 

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.