CRM Manager

About Tripadvisor: The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. We're seeking a strategic and data-driven CRM Manager to join our team and spearhead the development and execution of comprehensive, full-funnel CRM marketing initiatives. This pivotal role is responsible for stimulating user engagement, boosting conversion rates, and fostering long-term retention through personalized and targeted messaging across multiple channels, including email, push notifications, in-app messages, and onsite experiences. You’ll collaborate closely with product, marketing, and analytics teams to orchestrate impactful campaigns that effectively connect our members with new features, content, and offers, ultimately driving business growth and enhancing customer lifetime value. Job location: Remote US What You’ll Do:

• Campaign Strategy & Execution:
• Conceptualize, develop, and launch innovative CRM campaigns across email, push, in-app, and onsite channels to support lifecycle marketing, product launches, promotional offers, and other key business objectives. Ensure seamless integration and coordination across channels for optimal campaign performance.
• Product Marketing Alignment:
• Forge strong partnerships with product and marketing teams to effectively communicate new product features, updates, benefits, and value propositions to members through various CRM channels. Craft compelling messaging that resonates with target audiences and drives product adoption.
• Segmentation & Personalization:
• Leverage customer data, behavioral insights, and predictive analytics to segment audiences and deliver personalized messaging and experiences tailored to individual user preferences, needs, and stage in the customer journey.
• Onsite CRM & Retargeting:
• Drive a cohesive full-funnel strategy by seamlessly connecting offsite messaging with onsite experiences. Collaborate closely with web/product teams to ensure consistency, optimize user flows, and maximize conversion rates.
• Performance Tracking & Reporting:
• Meticulously analyze campaign performance and user behavior data to identify trends, optimize content and targeting strategies, and share actionable insights with cross-functional teams. Prepare and present regular performance reports to stakeholders.
• Customer Journey Mapping:
• Develop and refine customer journey maps to visualize and understand key touchpoints and interactions throughout the customer lifecycle. Identify opportunities for optimization and personalization at each stage.
• AI-Driven Personalization & Optimization:
• Leverage AI and machine learning tools to enhance audience segmentation, content personalization, send-time optimization, and campaign performance. Partner with analytics and product teams to test and implement AI-driven solutions that improve efficiency, scalability, and customer experience across the lifecycle.

Skills & Experience:

• 3–5 years of demonstrated experience in CRM or lifecycle marketing, preferably with a digital product or subscription-based business.
• Deep understanding of email marketing, push notifications, in-app messaging, and retargeting best practices.
• Strong analytical and data-driven mindset; ability to derive actionable insights from data and use them to inform strategic decisions and measure results.
• Leverage AI and machine learning tools to enhance audience segmentation, content personalization, send-time optimization, and campaign performance. Partner with analytics and product teams to test and implement AI-driven solutions that improve efficiency, scalability, and customer experience across the lifecycle.
• Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
• Proven ability to operate effectively with a global-first mindset
• Excellent cross-functional collaboration and communication skills. Ability to work effectively with diverse teams and stakeholders.
• Detail-oriented with strong project management and organizational skills. Ability to manage multiple projects simultaneously and meet deadlines.
• Creative problem-solver with a passion for innovation and customer-centricity.