The Challenge
iHerb is a $1B+ global health & wellness giant with 40M customers across 180 countries and 29 years of data. You'll unlock hidden retention insights from this treasure trove to power CRM programs that drive measurable LTV growth.
Your Mission
Own and analyze 3-5 major CRM campaign cohorts; deliver performance deep-dives with actionable optimization recommendations
Build or audit the customer cohort model for accuracy; validate retention forecasting assumptions against actuals
Map opt-in journey and segment behavior patterns; identify top 2-3 quick-win segments for re-engagement testing
Partner with data/ops to audit campaign tagging and data pipeline integrity; establish clean tracking baseline
Deliver quarterly retention forecasts for annual budget process; track actual vs. predicted with variance analysis
Identify 5+ data-driven optimization opportunities across Email, SMS, Push, Direct Mail, Rewards, Autoship channels
Build self-serve retention dashboard in Looker/Tableau showing LTV, churn, engagement trends by segment and geography
Partner with product on 2-3 closed-loop experiments; measure impact on repeat purchase rates and customer lifetime value
KPIs You'll Own
Customer Lifetime Value (LTV)
Total revenue attributed to a customer cohort over their lifetime; track by segment, geography, and acquisition channel.
Churn Rate
Percentage of customers who do not repeat purchase within defined period; measure by cohort and retention program exposure.
Campaign Engagement & Conversion
Open rate, click-through rate, conversion rate by CRM channel and segment; track against historical benchmarks and test variants.
Repeat Purchase Rate
Percentage of prior customers who make a repeat purchase; measure by program (Autoship, Rewards) and time window.
Customer Acquisition Cost (CAC)
Total cost to acquire a customer; compare against LTV to inform retention ROI and budget allocation.
Tools & Stack
Your Team
Your Manager
Sr. Manager of Retention
Current Team
CRM managers and channel owners (Email, SMS, Push, Direct Mail, Rewards, Autoship); cross-functional product, data, and marketing ops teams
Expansion of retention marketing team
The Package
Salary
$85K-$120K base
Remote
On-site (Irvine, CA)
Benefits & Perks
Company Intelligence
iHerb is a multi-billion dollar global health & wellness e-commerce leader with 40M+ customers across 180 countries. Operating for 29 years, iHerb is the #1 brand in major markets like Saudi Arabia, Korea, and Japan, and is a master of global logistics and customer retention.
Customers
40M+ global customers across 180 countries
Is This Role For You?
- You love mining data to answer 'why' questions about customer behavior, retention, and lifetime value—not just building dashboards
- You're fluent in SQL and can translate business questions into queries on massive datasets (40M customers, 60K products, 180 countries)
- You thrive in fast-paced e-commerce/DTC environments where every insight needs to drive measurable business outcomes
- You communicate complex findings to non-technical stakeholders with clarity and persuasion; you're a storyteller with numbers
- You prefer heads-down reporting work over strategic insight discovery; this role requires proactive hypothesis testing and curiosity
- You lack hands-on experience with SQL, cohort analysis, or retention marketing in e-commerce—this isn't an entry-level role
- You're not comfortable working on-site in Irvine, CA full-time
Interview Process
Initial Screen
Recruiter conversation on analytics background, e-commerce/DTC experience, and SQL fluency
Take-Home Analytics Case
Analyze a dataset (similar to iHerb's CRM/cohort data) and present findings; tests SQL, analysis rigor, and communication
Technical Interview
Deep dive on case study with Sr. Manager of Retention and analytics team; discuss approach, assumptions, and recommendations
Final Round
Conversation with Sr. Manager and cross-functional stakeholders (Product, Data Ops) on collaboration style and vision for retention analytics
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.