Director - Personalized Marketing & Retention

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.

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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:

$176534—$264801 USD