Global eCommerce Program Manager

Job Summary: 

The newly created position reports to the Senior Vice President, Global Marketing and is responsible for leading improvements to iHerb’s overall global customer conversion rates and engagement. This position works cross-functionally with Marketing, Product, IT, Data & Business Intelligence, Operations and Global Logistics teams to drive projects and initiatives to completion in service of our overall goal of improving each customer touch point. The ideal candidate has a passion for eCommerce marketing and analytics and their ability to produce meaningful business results. 

Job Expectations: 

• Work with cross-functional teams to establish program goals, objectives, and deliverables that align with our overall goal of driving new customer acquisition and ongoing retention globally. 
• Develop a comprehensive understanding of customer behavior and lifecycle in our top ten global markets, while identifying areas of opportunity and improvement. 
• Drive incremental revenue through analyses, formulating hypotheses, and developing conversion rate improvement programs. 
• Partner closely with the marketing CRM team, product, and customer experience team to analyze and improve communications across the entire customer lifecycle. 
• Work closely with stakeholders to define key business needs and create solutions for customer friction points within the digital conversion journey. 
• Partner with the data and business intelligence team to develop a customer segmentation strategy and communicate it across all stakeholders. 
• Monitor key performance indicators (KPIs) to evaluate the effectiveness of the ecommerce projects and make data-driven recommendations for improvement 
• Drive innovation and contribute to the enhancement of global ecommerce strategies and initiatives 

Knowledge, Skills and Abilities: 

• Deep knowledge of A/B testing, statistical validation, and popular analytics tools like Google Analytics, Optimizely, and Convert 
• Collaborative and comfortable with presenting and working across all levels within an organization, from C-level to manager and specialist levels. 
• Ability to manage timelines, Budget, and deliverables with excellent project management skills. Exceptional problem-solving skills and curiosity. 
• Strong understanding of the relationship between marketing and business objectives 
• Comfortable performing in a high-pressure, deadline-driven environment 
• Self-directed and self-motivated, ability to work as a team and independently 

Equipment Knowledge: 

• Experience with Microsoft Office Suite (Word, Excel, PowerPoint) 
• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred 

Experience Requirements: 

6+ years of ecommerce experience, with an emphasis on marketing and customer KPIs and performance. 

Education Requirements: 

Bachelor’s Degree in Marketing preferred, or a combination of education and equivalent work experience.

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