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Tripadvisor // enabling travelers to plan & book trips
Marketing, Full Time    Oxford, United Kingdom    Posted: Monday, June 17, 2019
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Who are we

TripAdvisor is the worlds largest online travel site, visited by 390 million travelers each month, & our businesses TripAdvisor Rentals & Experiences are a fascinating & ever-evolving part of the organisation.

This is a unique opportunity to work for one of the most progressive companies in the digital space. Were looking for a talented CRM Manager to own critical elements of our email program, as well as assisting in technical projects that increase our efficiency & improve the experience for both our travelers & homeowners.

About the Role

As the Senior CRM Marketing Manager, your primary responsibilities will be to drive the development & enhancement of CRM transactional & loyalty programs focused on delivering best in class customer experience, driving engagement, improving conversion & repeat rates. You will lead a team of 2 & will be responsible for end-to-end delivery, from strategy development, to capturing business requirements, to planning, delivery, & evaluation of performance against KPIs.

This is a fantastic opportunity for a Data driven & technically-minded Senior CRM manager to further develop their skills whilst creating engaging experiences that delight our travelers & drive exponential business growth.

What You Will Do

Responsibilities will include, but not be restricted to:

  • Responsible for planning, developing, & executing transactional programmes to deliver best in class user experience, drive user engagement & improve conversion & repeat bookings
  • Developing loyalty strategy to increase repeat bookings, working across teams & functions to ensure a cohesive approach
  • Leading & being a subject matter expert in CRM data initiatives such as the User Attributes Database, Traveller Profiling & Segmentation & CRM Recommendations Strategy.
  • Responsible for managing & developing a team of 2
    • 1 x Associate CRM Manager
    • 1 x CRM Data Executive
  • Own project management & cross-functional campaign development workflow with Analytics, Data Science, Content, Copy, Design, Coding, Customer Service, Product & Engineering
  • Conduct regular, extensive experimentation (A/B & MVT) to facilitate rapid learning & application of any insights
  • Conduct in-depth user research & quantitative analytics that will directly impact strategy & the roadmap
  • Own comprehensive daily, weekly, monthly reporting of all relevant CRM KPIs & build the right dashboards to track & socialize performance
  • Articulate & present strategy, progress, results & data analyses / learnings effectively to stakeholders & the wider business
  • Support globalization & localization of traveler-facing campaigns

What You Will Bring to the Team

  • 5-7 years of CRM experience in a consumer-facing, fast-paced ecommerce company
  • Solid track record of successfully managing large-scale B2C email campaigns & cross-functional projects. Experience with top-tier ESP a big plus.
  • Experience leading & inspiring a team
  • Exceptional project management & organization skills, with meticulous attention to detail
  • Experience working with Coding & Engineering teams to drive technical projects, with a good understanding of information architecture
  • Results-driven marketer with proven quantitative & analytical skills, with expert knowledge in Excel (functions, pivots, etc.). Tableau experience a bonus.
  • Creative, methodical problem-solving skills with focus on efficient execution while balancing big-picture thinking
  • Proactive & independent, always looking for ways to take initiative & improve existing programs/processes
  • Must be a collaborative, cross-functional team player & comfortable partnering with a variety of teams
  • Eye for user flow & visual design
  • Must exhibit superb verbal & written communication skills with a high degree of comfort interpreting results & communicating insights effectively to stakeholders & senior leadership
  • Passion for CRM & user engagement
  • Strong sense of ownership & entrepreneurial spirit
  • Undergraduate degree required


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