CRM Program Lead

CRM Program Lead

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 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 / 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 :

Experience Requirements :

Anticipated Pay Scale : $54,063 - $115,850 USD