Lifecycle Campaign Manager
Company: iHerb
Location: Pasadena
Posted on: March 17, 2023
Job Description:
Job Summary:
The Lifecycle Campaign Manager, will be a driven, entrepreneurial,
resourceful, forward thinking and committed individual focused on
leading our lifecycle marketing campaign efforts and improving
retention throughout a customer's experience, partnering closely
with product, operations, engagement, analytics, and marketing
teams to develop, test and optimize our lifecycle journeys and
automation. The ideal candidate will be highly analytical,
organized and have a skill set that includes expertise or exposure
to CDP/ESP platforms, cross-channel marketing, analytics, and
process design. This individual must have strong communication
skills, agile adaptability skills to new technologies, be proactive
and thrive in a fast-paced environment.
Job Expectations:
- Partner with the Senior Manager of Retention & Rewards to
develop the strategy for cadence, creative and sequencing of user
messages across all CRM channels (email, push, in-app, message
center, external messaging platform, etc). This includes overseeing
end-to-end campaign management and execution of key ongoing
campaigns and leading rapid experimentation, multivariate A/B test
plans, building audience segmentation, deploying the campaign, and
reporting on results.
- Perform campaign analysis on key business metrics to draw
actionable insights and identify growth opportunities
- Partner closely with tech and product teams to develop and
optimize the customer lifecycle roadmap and documentation, which
includes campaign testing and optimizations
- Manage and execute all customer lifecycle campaigns from
activation flow to onboarding and retention while eliminating the
risk of lapsed customers. Applicable for global and
country-specifics.
- Develop and understand target customer segments and priority
insights (what resonates when in which channels and what country)
to drive desired behaviors by segment. Collaborate closely with
other cross functional teams to inform customer segmentation and
communication strategies to address business objectives.
- Work against tight turnarounds, short marketing cycles, and
implementing fixes and enhancements to help meet other marketing
channel needs
- Write detailed briefs and work closely with creative, content
and translation teams to manage delivery of assets for email, push
and in-app campaigns.
- Become the subject matter expert on our CRM, CDP and ESP
execution and reporting platforms (Google Analytics,
Tableau)
- Collaborate cross functionally with digital experience team to
understand customer opportunities, pain points and help reduce
friction through ongoing enhancements and implementing the right
messaging at the right time
- Develop a playbook for product/category adoption campaigns that
increases engagement and conversion in a scalable and efficient
way
Knowledge, Skills and Abilities:
- Must be comfortable operating in a fast-paced, high pressure
environment with minimal supervision and proven ability to meet
deadlines.
- Self-directed and self-motivated with ability to work
collaboratively with different teams and independently to deliver
multiple priorities.
- Detail-oriented with strong organizational, project
prioritization/management and analytical skills.
- Excellent proofreading abilities
- Comfortable working with enterprise level program like Email
Service Provider and Customer Data Platforms
- Technical aptitude as well as an ability to think creatively,
assess organizational needs and provide solutions
accordingly.
- Strong business acumen with understanding of online retail
consumer behavior
Bonus Experience:
- Experience with Google Business Suite (Gmail, Drive, Docs,
Sheets, Forms)
- Knowledge in CAN-SPAM, GDPR and email best practices
- Basic knowledge of JINGA
- Bilingual or Multilingual in Chinese
- Knowledge and/or experience of marketing/promotional offers and
types
- Interpersonal savvy to effectively work with all levels of
employees across multiple functions and geographies
- Passion for health and wellness
Equipment Knowledge:
- Working experience with Microsoft Office Suite (Word, Excel
e.g. pivot tables, vlookups, PowerPoint)
- Basic knowledge of SQL
- Experience with analytical tool and preset data in an
informative (A plus if familiar with Google Analytics,
Tableau)
- Working knowledge of HTML/CSS programming and HTML editors
Experience Requirements:
- 3+ years in permission-based marketing experiences with a
proven track record of managing high volume of email, push and SMS
campaigns
Education Requirements:
Bachelor's Degree in Business, Statistics or related field
preferred.
#LI-ME1
Keywords: iHerb, Pasadena , Lifecycle Campaign Manager, Executive , Pasadena, California
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