CRM Program Lead

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Job Summary: 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. Job Expectations: 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. Knowledge, Skills and Abilities: 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) Experience Requirements: 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). Experience with direct-to-consumer brands preferred. Asana, Confluence, Jira experience preferred #LI-LR1 The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc. iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations. 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. Eligibility requirements for these benefits will be controlled by applicable plan documents. 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 . Anticipated Pay Scale: $77,234 - $110,000 USD Staffing Agency Submission Notice iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com . Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization. About iHerb iHerb is on a mission to make health and wellness accessible to all. We offer Earth's best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience. We're the world's largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and we

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