Remote CRM Programs Lead for Growth and Retention

iHerb Inc.; California, Northern (MO, KY); Hybrid; USD 77,000 - 110,000; Full time

Job summary

iHerb is seeking a data-driven CRM Program Manager to own key lifecycle channels and drive engagement, retention, and lifetime value. You’ll manage strategy, execution, and performance across Direct Mail, SMS/WhatsApp, Email, Push, and Opt-In programs.

You thrive in strategy and operations, identifying growth opportunities, prioritizing work, coordinating cross-functional teams, and reporting on metrics such as opt-in rates, CTR, and revenue.

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)

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

Skills

Communication

Analytics

Excel/PM tools

Tools

Excel

Looker

Tableau

Asana

Confluence

Jira

Job description

iHerb is seeking a data-driven CRM Program Manager to own key lifecycle channels and drive engagement, retention, and lifetime value. You’ll manage strategy, execution, and performance across Direct Mail, SMS/WhatsApp, Email, Push, and Opt-In programs.

You thrive in strategy and operations, identifying growth opportunities, prioritizing work, coordinating cross-functional teams, and reporting on metrics such as opt-in rates, CTR, and revenue.