We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at greenhouse@tripadvisor.com

At Tripadvisor, we believe there’s good out there. We understand that travel brings out the best in us, while lifting deserving businesses and strengthening the communities we meet along the way. We know that as the world’s largest travel site, we’re here to inspire and empower people to explore our world with confidence — and share their trip experiences with others. And every day, we see our ideas come to life in work that enables travelers to discover all the good the world has to offer. As part of the Tripadvisor team, you’ll have the opportunity to do the same.

We believe that we are better together, and at Tripadvisor we welcome you for who you are.  Our workplace is for everyone, as is our people powered platform.  At Tripadvisor, we want you to bring us your unique perspective and experiences, so we can collectively revolutionize travel and together find the good out there. 

About the role 

Tripadvisor seeks an experienced and passionate Director of CRM to develop strategic omni-channel communication plans for our members across key touchpoints, including email, push notifications, SMS, and other emerging channels. The right candidate is customer obsessed, innovative, data-driven, curious, growth oriented, and deeply experienced in customer engagement and personalization strategies.

You will lead the team in driving step-change growth through CRM strategies that will impact hundreds of millions of members across their traveler journey. This will require the development and scaled execution of engaging and personalized content and recommendations that cements Tripadvisor as their trusted travel partner. You will lead the team in utilizing customer segmentation, journey mapping, sophisticated customer insights, predictive analytics and data modeling, and advanced test and learn techniques to maximize the impact of the channels and drive engagement and growth.

You will serve as a subject matter expert on personalized and engaging communication, with an orientation around the consumer lifecycle and measurable action that drives long-term business results. This is an entrepreneurial, analytical role, with an opportunity to innovate, test and learn, and push the boundaries on what “great” looks like in the travel industry. Lastly, you will lead and sit within a passionate team of marketers that are focused on helping our travelers first — you will lead with purpose and relentless focus on customer centric growth.

Responsibilities

  • Lead roadmap development and team in executing new CRM strategies, while using advanced analytics and AI to optimize existing campaigns

  • Ownership of channel revenue and engagement goals across multiple lines of business and growth areas (hotels, experiences, and direct to consumer business lines)

  • Utilizing channel best practices and consumer psychology to innovate within the channels and maximize channel metrics

  • Partner to develop new thinking and new development of the overall communication for our members and develop omni-channel strategies [e.g., email, push, and SMS] for distinct customer segments

  • Collaborate with Engineering, Analytics, Data Science, Brand, Product, and Marketing partners to ensure that communications are sent at the right time, with the right message, across the right channel based on signals, data, and user needs

  • Translate business goals into accurate delivery and infrastructure requirements, including but not limited to: specifying required data, segmentation & targeting logic, and dynamic content requirements

  • Partner with data science to build world-class models to drive personalized communications and actions

  • Track, analyze, and report on key performance metrics, identifying areas of opportunity to improve KPIs, while also owning your P&L and ensuring targets are delivered

  • Core KPIs for the role are: member revenue growth, member engagement, channel health and engagement, and user satisfaction

Qualifications and Experience

  • Minimum 8+ years’ of CRM or Growth experience, with 5+ years’ of management experience

  • Strategic mindset and are well-versed in the customer lifecycle for a global brand

  • Deep experience with developing and evolving engagement strategies based on customer and campaign data and insights – a high level of sophistication here is required 

  • Demonstrate intellectual curiosity and outside-in thinking on best and evolving practices, and ensure the team is constantly at the edge of high potential opportunities or ways of working

  • Results-driven marketer with CRM database, quantitative and analytical skills that are leveraged for campaign strategy, optimization, audience segmentation, and reporting

  • Adept at leveraging marketing technology advancements and best practices to maximize the effectiveness of all lifecycle touchpoints across automation and complex triggered journeys

  • Creative problem-solving skills with focus on efficient execution while balancing big-picture thinking

  • Must be a collaborative, cross-functional team player and comfortable partnering with a variety of teams and stakeholders

  • Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively

  • Ability to think and act creatively, strategically, and tactically

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