Vice President, Customer Data Strategy

Summary

Join iHerb as the Vice President of Customer Data Strategy and lead the development and execution of a comprehensive customer data strategy. You will leverage data to personalize customer experiences, boost loyalty and retention, and drive business growth. This cross-functional role requires collaboration with marketing, product, engineering, merchandising, and customer service teams. A deep understanding of e-commerce, customer data platforms (CDPs), personalization, and AI/predictive analytics is essential. You will build and optimize customer segmentation models, create unified customer journeys, and forecast customer behavior trends. The ideal candidate will have extensive experience in e-commerce and customer data management, along with strong leadership and analytical skills.

Requirements

• Bachelor's degree in a relevant field to commerce, e-commerce, customer data management and strategy. Master's degree preferred
• 10+ years of progressive work experience; at least 5 years in e-commerce and customer data data management, with at least 3 years in a leadership role
• Deep understanding of e-commerce, customer data platforms (CDPs), personalization, marketing automation platforms, data governance, and cutting-edge applications of AI and predictive analytics
• Experience with marketing automation platforms
• Strong analytical, problem-solving, and strategic thinking skills
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate with executive leadership
• Proven ability to build and manage high-performing teams
• Experience with A/B testing, statistical modeling, and machine learning
• Knowledge of data privacy regulations (e.g., GDPR, CCPA)
• Experience managing large-scale data projects and budgets
• Passion for data-driven decision making and a customer-centric approach

Responsibilities

• Take ownership of customer data across 50,000+ products and 180 global markets to uncover actionable insights that drive personalization, engagement, and loyalty
• Lead cross-functional initiatives to unify data-driven strategies across marketing emails, push notifications, ads, website, and app to deliver a cohesive customer experience
• Develop strategies to position iHerb as a personalized health and wellness platform, guiding customers to the right products and solutions while educating them about health conditions
• Build and optimize customer segmentation models for tailored marketing, targeted campaigns, and personalized recommendations
• Use customer behavior insights to create unified customer journeys that encourage long-term platform engagement
• Proactively forecast customer behavior trends, identify revenue opportunities, and implement strategies to increase Average Order Value (AOV) and long-term customer value (LTV)
• Partner with the Marketing Team to design loyalty-driving initiatives and repeat purchase strategies, based on personalization
• Stay at the forefront of health, wellness, and e-commerce trends to inform cutting-edge, customer-centric strategies
• Train and collaborate with internal teams to embed a data-driven mindset across all touchpoints

Preferred Qualifications

• Experience in the VMS (Vitamins, Minerals and Supplements) industry
• International experience
• Experience with cloud platforms (e.g., AWS, GCP, Azure)
• Familiarity with agile development methodologies

Benefits

Programs designed to help our employees and their families stay healthy, live well, and plan for their financial future