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'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. 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:

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)

Experience 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 Staffing Agency Submission Notice iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com . Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization. About iHerb iHerb is on a mission to make health and wellness accessible to all. We offer Earth's best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience. We're the world's largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we've been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries. Our vision is to become the #1 destination for health and wellness across the world. With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team: Focus on the Customer

• Empower Our People
• Be Entrepreneurial & Pivot Quickly
• Embrace Diversity & Inclusion
• Strive for Simplicity iHerb Benefits At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future.

Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com . For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for. 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.