[Remote] Director, Personalization & Retention

Note: The job is a remote job and is open to candidates in USA. 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.

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

Skills

• 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
• 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.

Company Overview

• iHerb is on a mission to make health and wellness accessible to all. It was founded in 1996, and is headquartered in Irvine, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.iherb.com.

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