About Us

TripAdvisor is the world’s largest online travel site, and our business – TripAdvisor Experiences – is one of the fastest growing key areas not just for TripAdvisor, but across the travel industry. We provide the experiences that help travelers create unforgettable memories and make the most of their trips, from champagne brunch on top the Eiffel Tower to cage diving with sharks in Hawaii. TripAdvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand. You will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions.

About the Role

As the CRM Operations Associate Director, you will be responsible for initiating and leading operational projects that support growth and functionality of CRM (SMS, Email & Push). You will collaborate with key stakeholders in Marketing, Analytics, Content, Copy, Design, Product, and Engineering. This is a fantastic opportunity for a technically-minded CRM Associate Director to further develop their skills whilst creating cutting edge technical solutions that enables us to delight our customers and drive exponential business growth.

What You Will Do

Responsibilities will include, but not be restricted to:

• Ownership of the CRM Operation strategy to ensure it supports the long term goals and visions of the CRM team
• Responsible for planning, developing, and executing on key operational projects that support CRM deployment & delivery across email, SMS & push (UNP)
• Work with key stakeholders to develop tools that support CRM and improve customer experience (Paragon, Rich Content)
• Support globalization and localization of CRM for new POS
• Responsible for managing and developing a team of 2 (to be recruited)
• Articulate and present strategy, progress, results and learnings effectively to stakeholders and the wider business
• Ownership of ad hoc special CRM projects

What You Will Bring to the Team

• 5-7 years of CRM experience in a fast-paced technology company, preferably within the travel industry
• Proven track record of working with Coding and Engineering teams to drive large technical projects, with a good understanding of information architecture
• Experience leading and inspiring a team
• Exceptional project management and organization skills, with meticulous attention to detail
• Results-driven marketer with proven quantitative and analytical skills, with expert knowledge in Excel (functions, pivots, etc.). Tableau experience a bonus.
• Creative, methodical problem-solving skills with focus on efficient execution while balancing big-picture thinking
• Proactive & independent, always looking for ways to take initiative and improve existing programs/processes
• Must be a collaborative, cross-functional team player and comfortable partnering with a variety of teams
• Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively to stakeholders and senior leadership
• Passion for CRM and user experience
• Strong sense of ownership and entrepreneurial spirit
• Undergraduate degree required

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