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Director, Personalized Marketing & Retention

United States of America - Remote / Home Office

Job Summary: 

 

iHerb is a multi-billion dollar, global powerhouse in health and wellness that has experienced some of its fastest growth internationally despite being headquartered in the United States. We are masters of global logistics, operating in 180 countries including major markets like Saudi Arabia, Korea, and Japan where we are the #1 brand and a household name. iHerb is seeking a visionary Director of Personalized Marketing to lead the creation of an AI-driven personalization ecosystem that transforms how we engage customers across every touchpoint—email, app, web, and push notifications. This leader will architect and execute a personalization strategy that replaces broad, mass discounting with highly individualized offers, content, and recommendations. The goal: to make personalization the cornerstone of the iHerb brand, delivering exceptional growth in customer lifetime value, order frequency, and average order value (AOV), and building a rewards experience that rivals the best in the world. We need a data-driven innovator with entrepreneurial DNA who can work fast in a large company environment, to build an exceptional personalization capability for over 13 million active iHerb customers around the world.

 

Job Expectations

Strategic Leadership

  • 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.

 

AI-Driven Personalization Development

  • 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.

 

Customer Experience Innovation

  • 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.

 

Measurement and Optimization

  • 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.

 

Knowledge, Skills and Abilities:

  • 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.

#LI-LN1

The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work.  The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc.  iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.

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.  Eligibility requirements for these benefits will be controlled by applicable plan documents.
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.
 
For more information on iHerb benefits, visit us at iHerbBenefits.com.

Anticipated Pay Scale:

$176,534 - $264,801 USD

Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.

About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.

Our vision is to become the #1 destination for health and wellness across the world.

With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:

Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity

iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for. 

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.

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