The Vice President, Membership & Loyalty will lead TripAdvisor’s strategy for acquiring, engaging, retaining and satisfying registered members. Leading a team as well as working with matrixed dedicated resources including product and engineering, the Vice President, Membership and Loyalty will effectively own, drive and protect the interest of TA members while identifying opportunities to create revenue-generating products and services. This leader serves as a highly visible champion of our member strategy and is responsible for setting the roadmap for Membership across TripAdvisor.
To be successful in this role, you will:
Develop a member acquisition and engagement strategy and influence roadmaps across the organization to improve customer lifetime value
Define member benefits working with product and engineering, ensuring members understand and receive the value proposition of registering for premium membership
Lead a cross-functional team to scope and develop recommendation for infrastructure solution that would enable true cross-BU, omni-channel customer communications and support member measurement and data analysis and optimization
Constantly innovate and iterate membership onboarding process to drive conversion results
Establish user acquisition program both paid and organic through all channels including business development, marketing and social media
Be a relentless advocate for the customer experience, while understanding how to drive business and growth priorities.
Build, manage and retain a top-notch team
Relevant BS/BA degree and 10+ years of experience building and leading high performing teams
Track record of driving successful acquisition strategies for paid and non-paid membership or loyalty programs
General management experience overseeing a broad range of functions, either directly managing or influencing roadmaps for, marketing, product, engineering, research, business development, customer service, and sales
Proven ability to devise and implement acquisition strategies aligned with customer needs
Subject Matter Expert in the area of digital/ecommerce products with specific experience with digital subscription products a strong preference
Experience leading customer/consumer-centered product organizations or roadmaps
Natural communicator who has the ability to build consensus across teams in a highly matrixed environment