CRM Program Lead

Location

United States of America - Irvine, California

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 such as Saudi Arabia, Korea, and Japan where we are the #1 brand and a household name. With over 40 million customers worldwide, iHerb is upgrading and expanding its retention marketing team.

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 across Direct Mail (Postcards), SMS/Whats App 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/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, 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.

iHerb provides a comprehensive benefits package including medical, dental, vision, basic life insurance, 401(k) plan, paid time off, paid sick leave, and holiday schedule. Employees may also earn restricted stock units and annual bonuses based on performance.

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, 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.