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iHerb · 1 day ago

Director, Personalization & Retention

United States

Full-time

Remote

Director/Executive

$177K/yr - $265K/yr

12+ years exp

iHerb is a multi-billion dollar, global powerhouse in health and wellness that is seeking a visionary Director of Personalized Marketing. This role will lead the creation of an AI-driven personalization ecosystem to enhance customer engagement and retention, ultimately transforming the customer experience across various touchpoints.

BeautyDelivery ServiceE-CommerceFood and BeverageHealth CareRetailSoftwareWellness

Comp. & Benefits

Responsibilities

Develop and execute a company-wide personalization strategy to maximize customer engagement, retention, and revenue

Lead and develop a high-performing team of marketing professionals responsible for personalization and retention initiatives

Provide coaching, mentorship, and professional development to direct reports to foster innovation and growth

Define KPIs for personalization success, including revenue per customer, AOV, order frequency, conversion, and engagement lift

Establish clear goals and performance standards to ensure alignment with organizational priorities and cross-functional objectives

Partner cross-functionally with Marketing, Product, BI, and Engineering to design and implement a scalable personalization engine

Lead the design and implementation of a real-time personalization platform that delivers the right message, offer, and content to the right customer at the right time

Leverage generative AI, machine learning models, and predictive analytics to power customer segmentation, product recommendations, and lifecycle triggers

Build and manage a library of thousands of dynamic offers and messages, optimized through continuous testing and reinforcement learning

Collaborate with Data Science to develop customer propensity models and 'next best action' algorithms

Redefine the customer journey by embedding personalization into every channel—site, app, email, push, and loyalty program

Partner with Creative and CRM teams to scale personalized content generation using AI tools and templates

Design and launch a next-generation personalized rewards and loyalty ecosystem, surpassing traditional programs in perceived and delivered value

Establish a robust experimentation framework (A/B and multivariate testing) to continuously improve personalization performance

Build real-time dashboards with the BI team to measure personalization impact on conversion, retention, and customer value

Partner with analytics and finance teams to quantify ROI and optimize investment in personalization initiatives

Qualification

AI-driven personalizationDigital marketing experienceLeadership in marketingData-driven strategiesCustomer segmentationMarketing technology knowledgeCoachingEntrepreneurial mindsetCollaboration skillsCommunication skillsMentorship

Required

12+ years of experience in digital marketing, CRM, personalization, or growth roles, with at least 12 years in a leadership capacity

Proven experience building or leading AI/ML-driven personalization programs at scale (eCommerce, retail, or digital-first business)

Solid understanding of marketing technology, including CDPs, recommendation systems, and targeted marketing mechanics

Expertise in data-driven customer segmentation, lifecycle marketing, and offer optimization

Demonstrated ability to translate data insights into actionable marketing strategies that drive measurable business impact

Exceptional leadership, collaboration, and communication skills; ability to inspire cross-functional teams

Bachelor's degree required

Preferred

MBA or advanced degree in Marketing, Data Science, or related field preferred

Benefits

Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan.

Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies.

Employees will enjoy paid holidays throughout the calendar year.

Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.