CRM Program Lead

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 are 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 / Whats App 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.

• Serve as the end‑to‑end owner for assigned CRM channels (e.g. direct mail / postcard, SMS / Whats App 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.

• 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 and manage multiple initiatives and work cross‑functionally.
• Strong project management and organizational skills able to translate vision into clear execution; analytical skills and familiarity with data tools (Excel, SQL, Tableau / Power BI).
• Experience with direct‑to‑consumer brands preferred.
• Asana, Confluence, Jira experience preferred.

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.