CRM Specialist

About the role

Tripadvisor is looking for a CRM Specialist to join their team in London. This role focuses on managing customer relationship strategies that drive engagement and retention across the platform. The specialist will work closely with marketing and data teams to design campaigns that connect with travelers at key moments throughout their journey. You will help shape how Tripadvisor communicates with its global user base through targeted messaging and personalized experiences. The position involves collaborating with stakeholders across multiple departments to ensure CRM initiatives support the company's broader mission of helping people explore the world.

Key facts

What you'll do

• Develop and execute CRM campaigns that encourage repeat visits and bookings on the Tripadvisor platform
• Segment customer audiences based on travel behavior, preferences, and engagement history to improve messaging relevance
• Work with cross-functional teams including marketing, product, and analytics to align CRM efforts with business goals
• Monitor campaign performance metrics and provide regular reports on open rates, click-throughs, and conversion outcomes
• Create personalized email and push notification content that resonates with different traveler segments and trip types
• Manage the CRM calendar and ensure timely delivery of communications around seasonal travel trends and promotions
• Collaborate with the data science team to build predictive models that identify high-value customer actions and triggers
• Maintain and update customer journey maps that outline key touchpoints across the Tripadvisor booking and review experience
• Test different messaging approaches through A/B experiments to determine what drives the strongest customer responses
• Ensure all CRM communications comply with data privacy regulations and internal brand guidelines for tone and style
• Coordinate with the content team to develop creative assets and copy that align with each CRM campaign theme
• Track customer feedback and survey responses to identify areas where CRM communications can be improved or expanded

Requirements

• Demonstrated experience in a CRM, marketing automation, or customer engagement role within a digital or travel company
• Strong understanding of email marketing platforms and lifecycle marketing principles for consumer-facing products
• Ability to analyze campaign data using spreadsheets and basic analytics tools to measure performance and inform strategy
• Excellent written and verbal communication skills with the ability to craft clear, compelling messages for diverse audiences
• Familiarity with SQL or similar query languages for extracting and working with customer data sets independently
• Degree in marketing, business, communications, or a related field from a recognized university or institution
• Minimum of three years of professional experience managing CRM programs or customer retention initiatives
• Strong organizational skills with the ability to manage multiple campaigns simultaneously and meet strict deadlines
• Comfortable working in a fast-paced environment where priorities can change quickly and deadlines are frequent

Nice to have

• Experience working with a large-scale travel or hospitality platform that serves millions of users worldwide
• Knowledge of marketing automation platforms such as Salesforce Marketing Cloud, Braze, or similar enterprise tools
• Familiarity with A/B testing frameworks and statistical methods for optimizing campaign performance over time
• Background in personalization engines or recommendation systems that tailor content to individual user preferences
• Prior experience with loyalty programs or rewards-based customer retention strategies in a consumer technology company

Skills & tools

• Proficiency in email marketing and marketing automation platforms for building and sending targeted customer campaigns
• Data analysis capabilities using tools like Excel, Google Sheets, or business intelligence software for reporting
• Understanding of customer segmentation models and behavioral analytics to group users by travel patterns
• Knowledge of data privacy standards including GDPR and CAN-SPAM as they apply to European customer communications
• Experience with A/B testing and multivariate testing methodologies to improve campaign effectiveness
• Familiarity with CRM databases and customer data platforms for managing contact lists and engagement histories
• Basic understanding of HTML and email rendering for troubleshooting formatting issues in campaign deliveries

Practical notes

• This role is based in Tripadvisor's London office and requires on-site presence during standard business hours
• The CRM Specialist will report to the marketing or customer engagement team lead within the London office
• Candidates should be prepared to work within a fast-paced environment where campaign timelines and priorities may shift
• Tripadvisor values candidates who are detail-oriented and committed to maintaining high standards in all customer communications
• The CRM Specialist will have the opportunity to work on campaigns that reach millions of Tripadvisor users globally