CRM Program Lead

Responsibilities

• Serve as the end-to-end owner for assigned CRM channels, such as direct mail, SMS/WhatsApp, push notifications, or opt-in programs.
• Define the strategy, roadmap, and KPIs for assigned programs to align with customer lifecycle and retention goals.
• Manage campaign planning and execution, ensuring accurate targeting, personalization, and testing across all channels.
• Develop segmentation, audience rules, and message frameworks to drive engagement and conversion.
• Oversee creative development and review processes for all customer touchpoints.
• Define and report on key metrics, including opt-in rates, engagement (CTR, open, click), conversion, and revenue contribution.

Requirements

• 7+ years of marketing experience specifically in CRM or retention marketing.
• Proven experience managing one or more CRM channels (e.g., direct mail, SMS, push, or email).
• Strong analytical skills with proficiency in data tools such as Excel, SQL, Tableau, or Power BI.
• Demonstrated ability to prioritize multiple initiatives and work effectively in a cross-functional environment.
• Strong project management and organizational skills to translate high-level vision into execution plans.

Preferred Qualifications

• Experience working with direct-to-consumer (DTC) brands.
• Proficiency with project management and collaboration tools such as Asana, Confluence, or Jira.

Benefits

• Comprehensive medical, dental, vision, and basic life insurance programs.
• 401(k) plan eligibility.
• Paid time off and paid sick leave.
• Paid company holidays.
• Eligibility for Restrict Stock Units (RSUs) and annual bonuses based on performance and criteria.

About the Company

iHerb is a global powerhouse in health and wellness, serving over 40 million customers in 180 countries. As the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, we are on a mission to make health and wellness accessible to all through a curated selection of the highest quality products.