iHerb
Director, CRM & Retention Marketing
iHerb, Irvine, California, United States, 92620
Job Summary:
Hit Apply below to send your application for consideration Ensure that your CV is up to date, and that you have read the job specs first.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.
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Hit Apply below to send your application for consideration Ensure that your CV is up to date, and that you have read the job specs first.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
#J-18808-Ljbffr