Jim Connolly Email and Phone Number

iHerb is a $2 billion global e-commerce, California-based retailer with more than 30,000 natural products from over 1,200 trusted brands. Since 1996, iHerb has led the pack in the world of wellness, and over time have added products that enhance everyday life, from grocery to health to beauty and self-care. iHerb is committed to the environment through several different eco-friendly initiatives; iHerb believes that providing an education to impoverished children worldwide will have the most meaningful, long-term return on investment. iHerb’s vision is to be the dominant health and wellness brand globally and to provide the best value for natural products. The success comes from iHerb’s development of each individual to their full potential, and beyond.

• Streamlined CRM operations, increasing team productivity and eliminating over $500K in unnecessary 3rd party costs.• Improved customer targeting and personalization, increasing the percentage of revenue from targeted, triggered communications from 35% to over 50%.• Set the strategy for engaging with the customer base at all stages of the customer lifecycle.• Drove calendaring, messaging, testing/optimization, audience selection, creative development, and analysis/key insights for all campaigns.• Created a culture of continuous testing & learning in order to maximize consumer LTV and transactional revenue growth from our base.• Drove international marketing efforts (Acquisition and Retention), including optimization of existing markets and expansion into new markets.

• Develop multi-channel engagement marketing strategies (with an emphasis on email and direct mail) to drive consumer engagement at all stages of their lifecycle: welcome, engagement, cross sell and retention• Drive the calendaring, messaging, testing/optimization, audience selection, creative development, and analysis/key insights for all campaigns to continually test, learn and leverage in order to maximize consumer LTV and transactional revenue growth from our base• Align marketing strategies with customer experience to ensure quality of interaction, quality of service delivered, and the establishment of a motivation for return business• Partner with internal departments to ensure marketing strategies are aligned with forecasted business results• Develop and maintain CRM database to support, drive and measure CRM initiatives• Partner closely with technology team to ensure we are using technology to drive the best possible email program, including automating manual processes, achieving optimal data segmentation, and developing behavioral and remarketing campaigns• Act as champion of the CRM initiatives in the organization, facilitate and prioritize cross-functional CRM requests, and serve as point-person for managing and escalating CRM issues/barriers/decisions to the appropriate level• Manage growth and overall health of customer database• Develop metrics to measure performance of implemented initiatives and ROI• Manages CRM team, sets goals, establishes performance criteria, designs procedures, assigns projects, measures results and job performance/work levels

• Increased revenue from homepage traffic by 30% by developing a new Marketing website. Selected team, identified requirements, hired 3rd party vendors, developed, tested, and rolled out the new site in 4 months.• Established the eCommerce function at Carbonite, building out a team of 8 - including database marketing, web development and site optimization resources• Led the overhaul of Marketing infrastructure - including upgrading the Content Management System, installing a new Tag management system, switching the site testing vendor, migration to a new Email Service Provider, installation of a Referral program vendor, and completion of an RFP and began installation of an eCommerce platform• Developed a business roadmap/ drive requirements for ecommerce tools, together with Product Management (which includes User Experience) • Enhanced the ecommerce funnel including achievement of subscriber and revenue targets ($30M annually) through Website optimization, database marketing, Customer lifecycle management, forecasting and measurement (in conjunction with Analytics team) of the ecommerce channel• Grew the customer retention program, including achievement of subscriber retention and revenue targets ($50M+ annually), increasing Subscriber engagement, and forecasting and measurement (in conjunction with Analytics team) of the retention budget

• Optimized the site experience to maximize revenue through the eCommerce funnel across over 25 country sites and 3 business units• Enabled country managers to push targeted marketing messages and programs to prospects and customers through the development of dynamic messaging and promotional zones throughout the site experience. Established analytic tracking, program guardrails, and oversight capabilities during product development.• Owned and managed the development of an internally developed Marketing platform (Marketing Hub) that enabled Acquisition and Retention teams to develop, launch, and track results of marketing campaigns• Established and governed core marketing processes including documentation, training, and best practices, communicating and enforcing across business units

• Grew the cross selling program from 5% to over 21% of total booking in 1 year through the design and implementation of a predictive model driven recommendation engine to providing a dynamic, targeted customer-level cross-sell, up-sell, and post-sell recommendations• Communicated core marketing KPIs and customer insight gained from predictive model performance to the broader organization• Established the Site Marketing function, building out a team of 4 people, focused on site merchandizing and site optimization• Established the Marketing Capabilities function, building out a team of 2 people, driving the marketing capabilities strategy and roadmap

• Established the Marketing Innovation function, identifying requirements with the Marketing teams and product management of the development work coordinating with Development teams • Drove over $1M in incremental revenue through the establishment of a targeted homepage for returning customers, which provided cross sell and up sell opportunities

• As 15th employee hired, established the Retention function, growing the channel from $0 to $10M/quarter • Drove continued growth in customer retention revenues by pioneering the initial customer segmentation strategy• Expanded the retention function to over 25 localized country sites, through both transactional and promotional communications• Improved core retention functionality by installing 4 different Email Service Providers• Drove several million dollars in incremental revenue through the co-invention of 2 patented technologies designed to leverage Vistaprint’s matching technologies in email communications to drive cross sell and upsell opportunities• Oversaw key new product introductions, including custom rubber stamps• Scheduled campaigns across regions, analyzed results, liaised with marketing creative

Managed retention email for 6 years, growing it from $0 to $10,000,000/quarter.

Founded the Retention Email channelTook the lead on statistical analyses for Marketing members

Competitive Research

Implemented the Retention Email campaignsSegmented customer base for targetted offersTook the lead on statistical analyses for Marketing members