iHerb
ecommerce
Director,ProductManagementGlobalCustomerExperience
“Director, Product Management - Global Customer Experience at iHerb. Skills: Global Customer Experience, Product Strategy, Roadmap Execution, Experimentation, Cross-functional Delivery, Product Detail Pages (PDPs), User Generated Content (UGC), SEO / GEO / SEM Experiences, Product Cards & Merchandising Components, Product Comparison Features, Cross-Sell & Upsell, Leadership, Cross-Functional Collaboration, Data, Analytics & Experimentation. Lead the global digital customer experience across deskt”
What You'll Achieve.
Improvements in conversion rate and revenue growth; Increased customer engagement and retention; Growth in SEO traffic and acquisition efficiency; Increased AOV and recommendation-driven revenue; Faster experimentation velocity and product delivery; Enhanced customer satisfaction and shopping confidence
Industry & Context.
Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.; Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.
Ability to work extended hours as required
What They're Looking For.
Must Have
Proven experience owning large-scale customer-facing digital experiences across web and mobile platforms., expertise in ecommerce conversion optimization, merchandising, personalization, and customer journey management., Understanding of SEO, SEM, content optimization, and digital acquisition funnels., Experience leading global product initiatives across multiple international markets., Demonstrated success managing cross-functional teams and influencing executive stakeholders., analytical skills with experience using experimentation frameworks and product analytics tools., Excellent communication, prioritization, and organizational leadership skills.
Nice to Have
Experience in high-growth ecommerce, retail, marketplace, or consumer technology companies., Familiarity with AI/ML-powered recommendation systems and personalization platforms., Experience with mobile app ecosystems and app conversion optimization., Knowledge of subscription, loyalty, or retention-focused commerce experiences.
What You'll Do.
Lead the global digital customer experience across desktop web
Oversee product strategy
and cross-functional delivery for key commerce experiences including Product Detail Pages (PDPs) for new and returning users
User Generated Content (UGC)
SEO / GEO / SEM product experiences
Product cards and merchandising surfaces
Product comparison capabilities
Cross-sell and upsell experiences.
Define and drive the global product vision
and roadmap for customer experience initiatives across desktop
Build differentiated shopping experiences that improve product discovery
and customer retention.
Develop customer-centric strategies tailored for both new and returning users throughout the shopping journey.
Identify emerging industry trends
AI-driven commerce opportunities
personalization capabilities
and competitive differentiators.
Own end-to-end PDP experiences for new customer acquisition journeys and returning customer engagement and conversion optimization.
Optimize content hierarchy
and conversion levers.
Drive experimentation around pricing visibility
and purchase confidence.
Lead strategy for ratings
customer photos/videos
and community engagement experiences.
moderation frameworks
and conversion impact of UGC.
Partner with AI/ML teams to enhance content summarization
and relevance ranking.
and Engineering teams to optimize organic and paid acquisition landing experiences.
Drive technical SEO product enhancements including indexing
Support global localization and geo-targeted experiences to improve search visibility and customer acquisition efficiency.
Collaborate on SEM landing page optimization and conversion funnel improvements.
Own the strategy and performance of product cards across search
and merchandising surfaces.
Improve information density
promotional messaging
and engagement metrics.
Optimize mobile-first browsing experiences and scalable merchandising systems.
Define and launch product comparison experiences that simplify decision-making and increase customer confidence.
Build scalable frameworks for feature comparisons
alternative recommendations
Lead intelligent recommendation and bundling experiences.
Optimize attachment rates
and customer lifetime value through personalized recommendations and contextual merchandising.
Partner with Data Science and ML teams to improve recommendation quality and experimentation velocity.
Lead and mentor a team of Product Managers and potentially Product Owners across customer experience domains.
Establish product development best practices
experimentation rigor
and KPI accountability.
Communicate product vision
and business impact to executive stakeholders.
Define and monitor KPIs including: Conversion rate
Recommendation performance
Champion A testing and data-driven decision-making across all customer touchpoints.
Leverage customer insights
and market research to prioritize initiatives.
How You'll Work.
Team & Collaboration
Drive collaboration across Engineering, Design, Analytics, Data Science, Marketing, SEO, Merchandising, and Operations teams.
Communication Scope
Excellent communication
Process & Methodology
Roadmap execution, Prioritization
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