Senior CRM Manager

Senior CRM Manager

As the Senior CRM Marketing Manager, you will lead CRM for Viator, a key TripAdvisor Experiences brand and point-of-sale. Your primary responsibilities will be to drive the development and enhancement of CRM campaigns & programs focused on generating traveler demand and engagement, improving conversion, and repeat rates. You will be responsible for end-to-end delivery, from strategy development, to capturing business requirements, to planning, delivery, and evaluation of performance against KPIs. You will collaborate with key stakeholders in Marketing, Analytics, Content, Copy, Design, Product, and Engineering. This is a fantastic opportunity for a technically-minded Senior CRM manager to further develop their skills whilst creating engaging experiences that delight our our travelers and drive exponential business growth.

About Us

TripAdvisor is the world's largest online travel site, and our business - TripAdvisor Experiences - is one of the fastest growing key areas not just for TripAdvisor, but across the travel industry. We provide the experiences that help travelers create unforgettable memories and make the most of their trips, from champagne brunch on top the Eiffel Tower to cage diving with sharks in Hawaii. TripAdvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand. You will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions.

About the Role

As the Senior CRM Marketing Manager, you will lead CRM for Viator, a key TripAdvisor Experiences brand and point-of-sale. Your primary responsibilities will be to drive the development and enhancement of CRM campaigns & programs focused on generating traveler demand and engagement, improving conversion, and repeat rates. You will be responsible for end-to-end delivery, from strategy development, to capturing business requirements, to planning, delivery, and evaluation of performance against KPIs. You will collaborate with key stakeholders in Marketing, Analytics, Content, Copy, Design, Product, and Engineering. This is a fantastic opportunity for a technically-minded Senior CRM manager to further develop their skills whilst creating engaging experiences that delight our our travelers and drive exponential business growth.

What You Will Do

Responsibilities will include, but not be restricted to:

  • Responsible for planning, developing, and executing on demand generation strategies to drive user engagement and improve conversion, repeat rates
  • Develop, execute & manage creative and data-driven, cross-channel marketing campaigns (Email, Push etc.) end-to-end for Viator
  • Own project management and cross-functional campaign development workflow with Analytics, Content, Copy, Design, Coding, and Engineering
  • Conduct regular, extensive experimentation (A/B and MVT) to facilitate rapid learning & application of any insights
  • Conduct in-depth user research & quantitative analytics that will directly impact strategy and the roadmap
  • Own comprehensive daily, weekly, monthly reporting of all relevant CRM KPIs & build the right dashboards to track and socialize performance
  • Articulate and present strategy, progress, results and data analyses / learnings effectively to stakeholders and the wider business
  • Support globalization and 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 and cross-functional projects. Experience with top-tier ESP a big plus.
  • Exceptional project management and organization skills, with meticulous attention to detail
  • Experience working with Coding and Engineering teams to drive technical projects, with a good understanding of information architecture
  • Results-driven marketer with proven quantitative and 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 and improve existing programs/processes
  • Must be a collaborative, cross-functional team player and comfortable partnering with a variety of teams
  • Eye for user flow & visual design
  • Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively to stakeholders and senior leadership
  • Passion for CRM and user engagement
  • Strong sense of ownership and entrepreneurial spirit
  • Undergraduate degree required


TripAdvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand. At TripAdvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions.

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