CRM Program Lead

iHerb • Irvine, 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 Lead to own key marketing channels and programs that drive engagement, retention, and lifetime value. The CRM Program Lead 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)
• 2-5 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

• Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan.
• Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies.
• Employees will enjoy paid holidays throughout the calendar year.
• Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
• For more information on iHerb benefits, visit us at iHerbBenefits.com

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees