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.
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:
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
Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
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
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