CRM Program Director jobs in Irvine, CA

Job Summary: 

The Director, CRM and Retention Marketing is a highly strategic role that will lead iHerb’s customer retention & CRM efforts, working cross-functionally to drive our global customer retention strategy in close partnership with the marketing operations team, product teams, and international teams. The ideal candidate will have a passion for driving customer engagement, retention, and loyalty.

Job Expectations: 

• Develop and lead iHerb’s global customer retention strategy, with the goal of driving higher repurchase rates, increased share of wallet, and overall lifetime value.
• Partner closely with international marketing leads, as well as executives to define the ideal customer journey and work cross-functionally to ensure effective execution.
• Partner with Product and IT Teams to ensure technology and product integrations roadmap delivers on the marketing team’s ability to execute global CRM campaigns
• Partner with the business intelligence team to ensure our customer cohorts are being nurtured and activated through segmentation, personalization, and triggered efforts, supporting the long-term engagement of our customer base
• Collaborate with the customer experience team to understand the voice of the customer, and translate that into actionable strategies and tactics to continuously iterate and improve.
• Collaborate with global apps team to develop a cohesive app retention and communications strategy.
• Partner with merchandising team to understand the impact of product assortment, inventory and pricing on global customer retention.
• Ensure flawless technical execution of all CRM channels, while synchronizing efforts across content, creative, growth marketing, and market teams.
• Develop a testing strategy to continually optimize all areas of the email, SMS, Push, and Site Content programs (i.e. subject lines, timing, creative, segmentation, frequency, etc.)
• Own third party vendor relationships and nurture the partnership to help improve current programs and identify areas of opportunity
• Serve as the iHerb subject matter expert on all aspects of customer retention and loyalty.

Knowledge, Skills and Abilities:

• Deep experience with Google Analytics, mobile app analytics, and similar analytics platforms
• 5 years of experience managing people and teams but is not above rolling up your sleeves to assist in execution.  Needs to be comfortable with leading and doing
• Experience in growth-stage ecommerce company highly preferred
• Both a strong strategic thinker, with the ability to translate quantitative and qualitative data/insights into strong marketing strategies, and a highly organized “doer,” with a data-driven mentality and a bias towards action
• 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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