CRM Program Lead

iHerb • Pasadena, CA

1d

About The Position

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. As we expand our CRM capabilities, we’re seeking a data-driven, highly organized CRM Program Manager to own key marketing channels and programs that drive engagement, retention, and lifetime value. The CRM Program Manager will take full ownership of one or more key lifecycle marketing channels or programs — such as Direct Mail (Postcards), SMS/WhatsApp Messaging, and Opt-In Growth across Email, Push, and App.
This role is responsible for defining the strategy, managing execution, and improving performance across assigned programs. The ideal candidate thrives in both strategy and operations: they can identify growth opportunities, prioritize work, coordinate cross-functional efforts, and manage the metrics that matter — from opt-in rates to engagement, conversion, and retention.

Requirements

• Strong communication skills: listening, verbal, and written
• Strong analytical skills and comfort with data, metrics, and dashboards (Excel, Looker, Tableau, or similar)
• Highly proficient in excel and project management tools (Asana)
• 7+ years of marketing experience in CRM or retention marketing
• Proven experience managing one or more CRM channels — such as direct mail, SMS, push notifications, or email.
• Demonstrated ability to prioritize, manage multiple initiatives, and work cross-functionally.
• Strong project management and organizational skills — able to translate vision into clear execution plans.
• Strong analytical skills and familiarity with data tools (Excel, SQL, Tableau/Power BI).

Nice To Haves

• Experience with direct-to-consumer brands preferred.
• Asana, Confluence, Jira experience preferred

Responsibilities

• Serve as the end-to-end owner for assigned CRM channels (e.g., direct mail/postcard, SMS/WhatsApp, push, or opt-in programs).
• Define the strategy, roadmap, and KPIs for each program, aligned with iHerb’s customer lifecycle and retention goals.
• Manage campaign planning and execution across owned channels, ensuring accurate targeting, personalization, testing, and delivery.
• Develop segmentation, audience rules, and message frameworks to improve relevance and performance.
• Oversee creative development and review processes for all campaigns and customer touchpoints.
• Define key metrics and reporting for assigned channels: opt-in rates, delivery rates, engagement (CTR, open, click), conversion, and revenue contribution.

Benefits

• At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future.
• Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind.
• For the comprehensive benefits list, visit www.iHerbBenefits.com.
• For our international team members, you may be eligible for benefits depending on the country where you are employed.
• The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees