Director, Personalization & Retention

Who you are

You have a proven track record of leading marketing teams and developing successful personalization strategies — your experience spans over 5 years in the marketing domain, particularly in customer engagement and retention. You are a visionary leader who thrives in a fast-paced environment and can drive significant growth through innovative marketing initiatives. Your entrepreneurial spirit allows you to navigate complex challenges and implement effective solutions that resonate with customers.

You possess strong analytical skills and are adept at using data to inform decision-making — you understand the importance of metrics in evaluating the success of marketing campaigns and can translate insights into actionable strategies. Your ability to mentor and develop a high-performing team is evident, as you prioritize coaching and professional growth for your direct reports.

You are passionate about creating personalized customer experiences that enhance brand loyalty — your expertise in leveraging technology and data analytics to craft individualized marketing messages sets you apart. You are comfortable working with cross-functional teams and can effectively communicate your vision to stakeholders at all levels.

Desirable

Experience in the health and wellness industry is a plus, as it provides you with insights into customer behavior and preferences. Familiarity with AI-driven marketing tools and platforms will enhance your ability to implement cutting-edge personalization strategies. You are open to exploring new technologies and methodologies that can further improve customer engagement and retention.

What you'll do

In this role, you will develop and execute a comprehensive personalization strategy that maximizes customer engagement and retention — your leadership will guide a team of marketing professionals dedicated to creating tailored experiences for over 13 million active customers. You will analyze customer data to identify trends and opportunities, ensuring that marketing efforts are aligned with customer needs and preferences.

You will oversee the implementation of personalized marketing initiatives across various channels, including email, app, web, and push notifications — your strategic vision will replace broad discounting with highly individualized offers and content. You will collaborate with product and technology teams to build an AI-driven personalization ecosystem that enhances customer interactions at every touchpoint.

Your role will also involve setting key performance indicators (KPIs) to measure the success of personalization efforts — you will regularly report on progress and adjust strategies based on data-driven insights. You will foster a culture of innovation within your team, encouraging creative thinking and experimentation to drive continuous improvement in customer engagement.

What we offer

iHerb offers a competitive salary and benefits package, along with the opportunity to work in a dynamic and supportive environment. You will have the chance to make a significant impact on the company's growth trajectory and customer experience. We value diversity and inclusion, and we encourage you to apply even if your experience doesn't match every requirement. Join us in transforming the health and wellness industry through personalized marketing strategies that resonate with our global customer base.