Senior Manager, Email and Retention Marketing

| Pasadena
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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

#LI-RM

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
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    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • IterableCRM
    • IterableEmail
    • Google AnalyticsLead Gen
    • Google Data StudioLead Gen
    • TableauLead Gen

Location

Pasadena is known for its charm, sophistication and the best night life this side of LA! Tech is in Irvine, one of America's best places to live!

An Insider's view of iHerb

What's something quirky about your company?

“Everyone is really different, nice and cool to be around. People are comfortable to be themselves, which is not common.”

Chris

Software Development Engineer I (SCS)

What's the biggest problem your team is solving?

“Most of the challenges stem from the extreme growth of the company in addition to keeping up with the technological advances in the market. We migrate and change quickly to adapt, which is the fun part because we are continuously learning.”

Alina

Senior Software Development Engineer (SCS)

What makes someone successful on your team?

"A top performer on my team is really exceptional at a few things above and beyond the skills to do their work. Building relationships, adapting to the environment as it changes, and acting with urgency are these key abilities that enable them to achieve rapid growth in their career at iHerb."

Sara

Product Manager

How do you empower your team to be more creative?

"More so than empowering individuals, you have to hire the right people, trust them and let them do what they are good at.”

Al

Director of Software Development & Platform (SCS)

What makes someone successful on your team?

"Collaboration, feedback and creative freedom contribute to our team's success. Collaborating and receiving feedback ensures the content of our projects is accurate and effective. We are also given the freedom to approach our projects however we see fit — this flexibility allows us to create learning materials that are engaging and interesting."

Nina

Curriculum Developer

What are iHerb Perks + Benefits

iHerb Benefits Overview

Perks include snack and beverage stations, on-site gym, video arcade room, sand volleyball court, team happy hour and networking events and more. iHerb is dedicated to providing comprehensive medical, dental and vision plans by contributing up to 80% of the monthly costs associated.

Culture
Volunteer in local community
iHerb is committed to helping great causes here at home and around the world. We partners with organizations like the Boys and Girls Club, Susan G Komen, Ronald McDonald House, Exceed, etc...
Partners with Nonprofits
Worldwide, we’ve donated over $5 million. iHerb facilitates two schools in Cambodia in addition to supporting the Cambodian Children's Fund and New Hope Cambodia in support of children's education.
Friends outside of work
Eat lunch together
Intracompany committees
iHerb's iFit and iFocus teams are dedicated to organizing company events in addition to creating wellness programs and initiatives. The overall health and wellness of our team members is priority!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
iHerb Team Members can contribute up to $2700 annually to their FSA.
Disability Insurance
iHerb offers both short and long term disability coverage for its Team Members.
Dental Benefits
iHerb contributes 75% of the monthly costs associated with Cigna DHMO or Cigna DPPO dental plans.
Vision Benefits
Health Insurance Benefits
Starting in 2021, iHerb will cover 100% of the monthly costs associated with Blue Shield's health plans. Through the end of 2020, iHerb contributes up to 80% of the associated costs.
Life Insurance
iHerb provides all full-time Team Members with a 100% company-paid $50,000.00 Life/AD&D policy. In addition, Team Members have the option to elect additional Life/AD&D coverage plans.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
iHerb's team fitness initiatives include in-office yoga and in-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
iHerb contributes a 100% match up to 4% of the Team Member's election.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
iHerb invites employees and their family members to attend a local minor league baseball game every summer.
Vacation & Time Off Benefits
Generous PTO
iHerb employees receive up to 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
iHerb hosts company outings throughout the year (varies by location).
Game Room
Our game room includes Ping Pong, Foosball and Video Games.
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion .
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
iHerb offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250 with a maximum total match of $5250.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
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