iHerb is hiring a CRM Program Lead

Responsibilities

• Lead end-to-end management of designated CRM communication channels such as direct mail, SMS, WhatsApp, push notifications, and opt-in initiatives
• Establish strategic direction, long-term roadmap, and performance indicators for each program in line with customer lifecycle and retention objectives
• Plan and execute campaigns across owned channels, ensuring precise audience targeting, personalized content, testing protocols, and timely delivery
• Design audience segmentation models, define eligibility rules, and create messaging structures to enhance relevance and effectiveness
• Supervise the creation and approval process for all campaign content and customer interactions
• Identify and track key performance metrics for each channel, including opt-in rates, delivery success, engagement levels, click-through rates, conversions, and revenue impact

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