Senior CRM Communications Strategist/ Planner (Viator)
London, UK
About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.
Perks of Working at Viator
* Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
* “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
* Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
* Donation matching. Give back? Give more! We match qualifying charitable donations annually.
* Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
* Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
* Travel perks. We believe that travel is employee development, so we provide discounts and more.
* Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
* Health benefits. We offer great coverage and competitive premiums.
Our Values
* We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
* We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
* We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
* We serve our customers, always. We listen, question, respond, and strive for wow moments.
* We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
* 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 are seeking an experienced and strategic Senior CRM / Customer Value Management Communications Strategist to lead the creation and implementation of strategies that drive customer engagement, retention, and lifetime value globally.
As Viator enters an exciting phase of growth, you will spearhead the development of world-class acquisition and retention communication strategies. These strategies will leverage personalized, data-driven approaches to deliver measurable results across all product categories and regions.
In this role, you will oversee multi-channel campaigns and collaborate with cross-functional teams to craft innovative CRM strategies that engage travelers across every touchpoint. Your focus will span the entire customer lifecycle—from acquisition and lead generation to nurture, growth, and retention. Central to this role will be driving innovation, including implementing next-best-action frameworks to deliver the right message to the right customer at the right time, fostering deeper engagement and long-term loyalty.
Key Responsibilities:
1. Lifecycle CRM Strategy Development: Lead the strategic development of data-driven strategies to maximize customer value and foster loyalty throughout every stage of the customer journey.
2. Data-Driven Insights & Personalization: Analyze customer data to generate actionable insights that shape CRM strategies and improve experiences at every touchpoint.
3. Campaign Planning & Execution: Lead cross-functional collaboration with data planners, CRM & analytics teams, and broader marketing & product teams to create robust campaign plans and test-and-learn programs that drive continuous improvement.
4. Customer Journey Optimization: Conduct in-depth analysis of customer behaviors and trends to identify upselling, cross-selling, and journey optimization opportunities.
5. Customer-Centric Innovation: Champion Viator’s vision for personalized marketing by promoting a data-driven, customer-first approach to relationship management.
Qualifications:
* Experience: 7–10 years of experience in marketing lifecycle management, CRM, Loyalty, or CVM, with a proven track record of driving customer engagement through next-best-action frameworks and automated decision engines.
* Technical Knowledge: Expertise in MarTech platforms, such as Braze, Segment CDP, for dynamic personalization and omnichannel campaign execution.
* Analytical Skills: Deep understanding of customer segmentation techniques, propensity & predictive models and omnichannel CRM strategies.
* Education: Bachelor’s degree in marketing, business, or a related field (advanced degree a plus).
* Communication: Strong verbal and written communication skills, with the ability to present complex data and strategies to diverse audiences.
If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.
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