Senior Manager, CRM   •  

Pasadena, CA

Industry: Retail & Consumer Goods


8 - 10 years

Posted 54 days ago

Job Summary:

The iHerb Marketing Team is looking for a Senior CRM Manager to lead its retention marketing efforts. This person will oversee CRM strategy as well as Email, SMS, Push, and In-App communication. The ideal candidate will have experience in email marketing, mobile push, in-app messaging and analytics.

Job Expectations:

  • Develop an overall CRM strategy & communication plan to leverage the most effective marketing channels (email, push, in-app, etc.) to drive success against critical KPIs (onboarding, LTV improvement, advocacy, retention & winback).
  • Collaborate cross-functionally with marketing, product, technology, and data teams to define business and data requirements to support program development and enhance features available for relevant, personalized, real-time marketing.
  • 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.
  • Conduct ongoing A/B testing to optimize and increase the effectiveness of CRM programs, including lifecycle trigger programs, transactional messaging, and large-scale campaigns.
  • Evaluate, onboard, and integrate new vendors and technology to optimize and increase effectiveness of tactics / programs.
  • Manage a regular performance reporting cadence to communicate initiatives and results to the broader organization.
  • Develop a deep understanding of what resonates with customers and design appropriate communication journeys.
  • Ensure compliance with CAN-SPAM, CASL, and GDPR.

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 Requirements:

  • 7+ years of email and/or mobile push/in-app marketing experience
  • Experience managing and developing a team of direct reports
  • Hands-on experience with the following channels (at scale): email, push, in-app
  • Experience driving campaigns from concept through to execution and post-campaign analysis
  • Strong ESP experience, especially onboarding new platforms
  • Experience in an e-commerce, subscription, or B2C environment
  • Experience with HTML, data feeds, dynamic email, and personalized email

Education Requirements:

  • A bachelor's degree in marketing, advertising, statistics, or other related field.