Job Summary:

The iHerb Marketing Team is looking for a Senior Manager of Email & Retention. This role will help provide leadership and strategy for prospects and customers via email, SMS and App Push channels. They will be able to turn customer data and insights into actionable conversation strategies. You will help to lead efforts to increase customer engagement, retention, build segmented customer journeys and improve customer communications experience.

Job Expectations:

Develop an overall CRM strategy & communications plan to leverage the most effective marketing channels (email, push, in-app, SMS etc.) to drive success against critical KPIs (onboarding, LTV improvement, advocacy, retention & winback).

Test segmentation, A/B testing and personalization strategies to give our customers the most relevant experience in our global markets

Manage program performance on an ongoing basis and optimize rules to maximize effectiveness. Ensure that all campaigns have clearly defined success metrics which are tracked and analyzed via reporting dashboards.

Build, test and optimize lifecycle programs to increase the ROI of CRM activity from conversion through to dormant reactivation, churn management and increasing LTV.

Evaluate, onboard, and integrate new vendors and technology to optimize and increase effectiveness of tactics / programs.

Develop and execute end-to-end email, SMS and mobile push notification campaigns that drive revenue growth through retention and cross-selling.

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:

Required:

Proven track record working at the strategic and tactical level to develop and execute innovative CRM initiatives (including personalized trigger campaigns, up-sell and cross-sell strategies, promotions and customer segmentation).

Strong business acumen, quantitative, analytical, with strong communication skills

Ability to thrive in a dynamic and fast-paced environment, drive change, and collaborate effectively with a variety of individuals and teams

Equipment Knowledge:

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 7+ years of CRM/ retention marketing, email, SMS and/or mobile push/in-app marketing experience

Hands-on experience with the following channels (at scale): email, push, in-app, SMS

Experience driving campaigns from concept through to execution and post-campaign analysis

Experience with HTML, data feeds, dynamic email, and personalized email

Strong ESP experience, especially onboarding new platforms

Experience in an e-commerce, subscription, or B2C environment

Education Requirements:

A bachelor’s degree in marketing, advertising, statistics, or other related field

Judgment/Reasoning Ability: Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise in the work environment is usually moderate. Other factors are:

Hectic, fast-paced with multi-level distractions

Professional, yet casual work environment

Office / Warehouse environment

Ability to work extended hours as required

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