CRM Program Lead

iHerb; California (MO); Hybrid; USD 77,234 - 110,000; Full time

Job summary

iHerb is upgrading and expanding its retention marketing team. The CRM Program Manager will own key marketing channels and programs that drive engagement, retention, and lifetime value, including Direct Mail (Postcards), SMS/WhatsApp Messaging, and Opt‑In Growth across Email, Push, and App.

You will define strategy, roadmap, and KPIs for each program; manage campaign planning and execution; develop segmentation; oversee creative reviews; and report on opt‑in rates, delivery, engagement,

Qualifications

• Strong communication skills.
• Strong analytical skills and comfort with data, metrics, and dashboards.
• Highly proficient in Excel and project-management tools (Asana).
• Experience with direct-to-consumer brands preferred.
• Proficiency with Asana, Confluence, Jira preferred.

Responsibilities

• Serve as the end‑to‑end owner for assigned CRM channels (direct mail/postcard, SMS/WhatsApp, push, or opt‑in programs).
• Define strategy, roadmap, and KPIs for each program aligned with 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.

Skills

Strong communication

Analytical skills

Excel proficiency

Project management

Direct-to-consumer experience

Tools

Asana

Confluence

Jira

SQL

Tableau

Power BI

Looker

Job description

Job Summary

iHerb is upgrading and expanding its retention marketing team. The CRM Program Manager will own key marketing channels and programs that drive engagement, retention, and lifetime value, including Direct Mail (Postcards), SMS/WhatsApp Messaging, and Opt‑In Growth across Email, Push, and App.

Responsibilities

• Serve as the end‑to‑end owner for assigned CRM channels (direct mail/postcard, SMS/WhatsApp, push, or opt‑in programs).
• Define strategy, roadmap, and KPIs for each program aligned with 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.

Qualifications

• 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 with direct‑to‑consumer brands preferred.
• Proficiency with Asana, Confluence, Jira preferred.

Experience Requirements

• 7+ years of marketing experience in CRM or retention marketing.
• Proven experience managing one or more CRM channels (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).

Compensation

The expected salary range for this role is $77,234 - $110,000 USD. Base pay will be determined based on relevant experience, education, geographic location, and internal equity.

Equal Opportunity Employer

iHerb is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.