CRM Program Lead

iHerb, LLC; United States; Remote; USD 77,000 - 110,000; Full time

Job summary

iHerb, a global health and wellness company, is expanding its retention marketing team with a CRM Program Manager. You will own one or more lifecycle marketing channels, such as Direct Mail, SMS/WhatsApp, and email programs, driving engagement and revenue through strategy, segmentation, and tests.

The role blends strategy and operations: identify growth opportunities, prioritize work, coordinate across teams, and oversee KPI reporting from opt-ins to conversions.

Qualifications

• 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. Familiar with data tools (Excel, SQL, Tableau/Power BI).
• Experience with direct-to-consumer brands preferred.
• Asana, Confluence, Jira experience preferred

Responsibilities

• Own end-to-end CRM channels (e.g., Direct Mail, SMS/WhatsApp, push, or opt-in programs).
• Define the strategy, roadmap, and KPIs for each program.
• Manage campaign planning and execution across owned channels with targeting, personalization, testing, and delivery.
• Develop segmentation, audience rules, and message frameworks for relevance and performance.
• Oversee creative development and review processes for all campaigns and touchpoints.
• Define metrics and reporting for opt-in, delivery, engagement, conversion, and revenue.

Skills

Communication skills

Analytical skills

Excel proficiency

Project management tools (Asana)

Tools

Asana

Confluence

Jira

Excel

Looker

Tableau

Power BI

SQL

Job description

For A Better You

At iHerb, we believe that living a healthy and balanced life should be easy and accessible to everyone. As a team member, we’ll empower you to live this promise each day as you make a truly global impact in your career.

We constantly strive for innovation, while transforming and improving the online shopping experience for our customers. We believe that individually we are incredible, but when we come together, our growth is infinite. In an industry that is constantly evolving, we are on a mission to make an impact on the global market, and the individual and collaborative efforts of our people are paramount to helping us succeed.

Whether you work in one of our logistics centers, technology hubs, corporate offices or even from home, your role at iHerb will take you beyond what’s expected, turning challenge into change. If you’re ready for it, we want you to join our team.

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

Compensation

The expected salary range for this role is $77,234 - $110,000 USD. The actual base pay offered will be determined by factors such as the candidate’s relevant experience, education, geographic location, and internal equity.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

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.