Email Operations Specialist

About the role

As the Email Operations Specialist, you will be a member of the CRM team and play a critical role in managing Viator’s relationship with its customers. At the core, your responsibilities include building and executing user lifecycle marketing email and mobile push campaigns focused on increasing membership, improving conversion, and driving retention. You will serve as a subject matter expert for campaign production and program development to ensure all CRM campaigns are executed with an extremely high degree of accuracy and effectiveness. The ideal candidate will have a unique combination of technical ability, email marketing experience and project management skills.

This is a tremendous opportunity to capture the energy and rapid pace of a startup, with the proven track record of an industry leader.


  • Build, schedule, launch and monitor automated and ad hoc email / push campaigns to continuously improve user conversion, retention, and re-activation
  • Translate business goals into accurate production requirements, including but not limited to: specifying required data, building accurate segmentation & targeting logic
  • Create SQL queries and/or manipulate .csv/Excel files in order to create user segments and appropriate send lists based on established campaign goals
  • Build automations as appropriate to automate lifecycle campaigns, A/B tests, and data reporting
  • Has high degree of comfort with HTML/CSS & is able to make changes to HTML as needed without assistance
  • QA: Ensure that all executed campaigns are 100% error free, with targeting and functionality that match specifications
  • QA: Ensure that all messaging and creative render flawlessly across major platforms/browsers.
  • Operate as a subject matter expert on all systems related to email and mobile push to drive smooth execution and optimization
  • Help plan, scope, and execute projects of varying size and complexity
  • Assist in documentation of internal best practice and process development documentation 
  • Manage competing demands and prioritize effectively; proactively communicate delivery status and navigate issues


  • 2-5 years experience managing and executing high-volume, fast-paced email campaigns from production and deployment to QA of email/push campaigns
  • Has high level of expertise and familiarity with Salesforce Marketing Cloud and Exact Target; able to navigate the platform effortlessly
  • You are hyper attentive to details with strong organizational skills and can execute complex segmentation and dynamic campaigns flawlessly, with minimal supervision
  • Proficient in using SQL and AMPscript to create queries and dynamic content in email
  • Strong knowledge of Excel and HTML
  • Solid understanding of relational databases
  • Ability to work in a fast-paced, team-oriented environment with a high degree of initiative and self-motivation
  • Adept at problem solving and has an appetite for process improvement and maximizing efficiency
  • Must exhibit superb verbal and written communication skills; able to articulate status, insights and challenges effectively
  • Solid knowledge of email technologies, best practices, and industry challenges
  • Strong sense of ownership and entrepreneurial spirit
  • Passion for CRM and user engagement

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