Director of Customer Retention and Loyalty

1 week ago

Irvine, California, United States iHerb Inc. Full time
{"Job Title": "Director, CRM", "Job Description": "Job Summary

The Director, CRM and Retention Marketing will lead iHerb's customer retention & CRM efforts, driving our global customer retention strategy in close partnership with the marketing operations team, product teams, and international teams.

Key Responsibilities
  • Develop and lead iHerb's global customer retention strategy, driving higher repurchase rates, increased share of wallet, and overall lifetime value.
  • Partner closely with international marketing leads and executives to define the ideal customer journey and ensure effective execution.
  • Collaborate with Product and IT Teams to ensure technology and product integrations deliver on the marketing team's ability to execute global CRM campaigns.
  • Partner with the business intelligence team to nurture and activate customer cohorts through segmentation, personalization, and triggered efforts, supporting long-term engagement.
  • Collaborate with the customer experience team to understand the voice of the customer and translate it into actionable strategies and tactics.
  • Develop a cohesive app retention and communications strategy with the global apps team.
  • Partner with merchandising to understand the impact of product assortment, inventory, and pricing on global customer retention.
  • Ensure flawless technical execution of all CRM channels, synchronizing efforts across content, creative, growth marketing, and market teams.
  • Develop a testing strategy to optimize email, SMS, Push, and Site Content programs.
  • Own third-party vendor relationships and nurture partnerships to improve current programs and identify areas of opportunity.
  • Serve as the iHerb subject matter expert on all aspects of customer retention and loyalty.
Requirements
  • Deep experience with Google Analytics, mobile app analytics, and similar analytics platforms.
  • 5+ years of experience managing people and teams, with a bias towards action.
  • Experience in growth-stage ecommerce companies highly preferred.
  • Strong strategic thinker with the ability to translate quantitative and qualitative data into marketing strategies.
  • 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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