CRM Program Lead at iHerb | Pasadena, CA | $77K/yr – $110K/yr

iHerb

CRM Program Lead

Pasadena, CA (On-site)

$77K/yr – $110K/yrSenior Level7+ years expFull time

Posted 3 months ago

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Job Summary

Own end-to-end CRM channel strategy, planning, and delivery across multiple touchpoints to drive lifecycle retention.

Own end-to-end CRM channel strategy, planning, and delivery across multiple touchpoints.
Must-have: 7+ years in CRM or retention marketing with channel experience (DM, SMS, email, or push).
Standout: Cross-functional project leadership with data-driven optimization and revenue impact.

Job Description

Responsibilities

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.

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)
Asana, Confluence, Jira experience preferred

Preferred

Experience with direct-to-consumer brands preferred
Asana, Confluence, Jira experience preferred

Benefits

Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan.
Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies.
Employees will enjoy paid holidays throughout the calendar year.
Eligibility requirements for these benefits will be controlled by applicable plan documents.
Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.

iHerb

iHerb is on a mission to make health and wellness accessible to all. Since our founding in 1996, we have been dedicated to offering Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience. We believe that health and wellness should be a universal right made possible through compassion and our collective action.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 teams have a strong sense of commitment and pride in their work, which has allowed us to grow. At iHerb, our purpose is to empower people to enhance their health, happiness, and well-being — that starts with valuing our team members by providing a positive culture with competitive benefits. Our five shared values unite our team members across the globe and provide a stable foundation. These values speak to who we are, the culture we’re building, and how every single team member contributes to our larger company vision. iHerb's Shared ValuesFocus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly · Embrace Diversity & Inclusion · Strive for Simplicity

Founded in 1996

Irvine, California, USA

1.6K employees (110 in marketing)

www.iherb.com