[Hiring] CRM Program Lead @iHerb, LLC

Role Description

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.

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.

• 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.

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).

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.

Benefits

• 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.