CRM Program Lead

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).
• Strong communication skills: listening, verbal, and written
• Experience with direct-to-consumer brands preferred.

Preferred

• Asana, Confluence, Jira experience preferred