Marketing Analyst, CRM/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. 

With over 40 million customers globally, iHerb is upgrading and expanding its retention marketing team. The Marketing Analyst, CRM & Retention will play a key role in providing the insights, reporting, and analytical rigor that power iHerb’s customer relationship marketing programs.

Reporting to the Sr. Manager of Retention, this role partners closely with CRM managers and channel owners (Email, SMS, Push, Direct Mail, Rewards, and Autoship) to measure performance, identify growth opportunities, and guide data-driven decision-making. The ideal candidate is curious, detail-oriented, fluent in data, and passionate about using analytics to improve the customer experience and drive measurable results.

This role is less about creating reports and dashboards, and more about mining our vast treasure trove of data (29 years, 180 countries, over 40 million customers across 60K products). We are looking for a smart, self-motivated analyst to discover new insights about our customers. The right candidate has a relentless drive and curious mind, asking the right questions about the drivers of lifetime value and customer retention or attrition.

Job Expectations: 

• Analyze performance of CRM campaigns and lifecycle programs to identify drivers of engagement, conversion, and retention.
• Conduct deep dives into customer segments, behavior patterns, and opt-in journeys to uncover opportunities for optimization.
• Translate findings into actionable recommendations and present findings clearly and persuasively through dashboards, visualizations, and presentations.
• Own the customer cohort model, and forecasting retention rates and repeat customer spending as part of the overall annual company budget process.
• Work with product, data, and marketing operations to ensure accurate data pipelines and tagging for campaign tracking.

Knowledge, Skills and Abilities:

• Advanced SQL knowledge.
• Familiarity with ecommerce datasets including Google Analytics.
• Strong communication skills: listening, verbal, and written
• Strong analytical skills and comfort with data, metrics, and dashboards (Excel, Looker, Tableau, or similar)
• Highly proficient with excel and google sheets

Experience Requirements:

• Bachelor’s degree in Analytics, Marketing, Statistics, Economics, or related quantitative field.
• 3+ years of experience in marketing analytics, CRM, or retention in an e-commerce or DTC environment.
• Proficiency in data analysis and visualization tools (e.g., SQL, Tableau, Power BI, or Looker).
• Strong Excel/Google Sheets skills and comfort working with large datasets.
• Understanding of digital marketing and CRM metrics (opt-in rates, CTR, CVR, churn, LTV, CAC, etc.).
• Highly organized, detail-oriented, and proactive in identifying trends or anomalies.
• Knowledge of Python or R for advanced analytics a plus.

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