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Head of Customer Retention Strategies
2 months ago
The Head of Customer Retention Strategies at iHerb Inc. is a pivotal leadership role focused on enhancing customer loyalty and retention initiatives. This position requires a strategic mindset and collaboration across various departments to implement a comprehensive global retention strategy. The ideal candidate will be driven by a commitment to fostering customer engagement and loyalty.
Key Responsibilities:
- Formulate and oversee the global customer retention framework aimed at boosting repurchase rates and maximizing customer lifetime value.
- Collaborate with international marketing leaders and senior executives to design the optimal customer journey, ensuring seamless execution across teams.
- Work alongside Product and IT departments to align technology and product development with the marketing team's capabilities for executing global CRM initiatives.
- Engage with the business intelligence unit to nurture customer segments through personalized communication and targeted marketing efforts.
- Partner with the customer experience division to capture customer feedback and translate insights into actionable strategies for continuous improvement.
- Coordinate with the global applications team to establish a unified strategy for app retention and customer communications.
- Collaborate with the merchandising team to assess how product selection, inventory, and pricing influence customer retention on a global scale.
- Ensure the flawless execution of all CRM channels, synchronizing efforts across content, creative, and marketing teams.
- Develop a comprehensive testing strategy to optimize email, SMS, push notifications, and website content initiatives.
- Manage relationships with third-party vendors to enhance existing programs and identify new opportunities for growth.
- Act as the subject matter expert on customer retention and loyalty initiatives within iHerb.
- Extensive experience with analytics platforms such as Google Analytics and mobile app analytics.
- A minimum of 5 years in a leadership role, with a hands-on approach to execution.
- Experience in a growth-oriented eCommerce environment is highly desirable.
- A strategic thinker with the ability to convert data insights into effective marketing strategies, coupled with strong organizational skills.
- A customer-centric mindset with a keen analytical perspective and an entrepreneurial attitude.
- Demonstrated success in cross-functional collaboration to drive revenue growth.
- Proficient in leading email service provider platforms from both technical and user perspectives.
- Familiarity with Microsoft Office Suite and Google Business Suite is preferred.
A minimum of ten years in digital CRM, retention, or marketing operations, ideally within direct-to-consumer eCommerce; familiarity with CRM platforms such as Iterable is advantageous.
Educational Background:
A Bachelor's Degree or equivalent experience is preferred.
About iHerb: iHerb is dedicated to making health and wellness accessible globally, offering a curated selection of health products at competitive prices. With over 25 years in the industry, we pride ourselves on delivering high-quality products to customers in over 180 countries. Our vision is to be the leading destination for health and wellness worldwide.
