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CRM Programs Lead, Lux

Company: Airbnb
Location: New York
Posted on: June 15, 2019

Job Description:

Airbnb is the world's largest community-driven hospitality company and our mission is inherently social. Every single day, we connect thousands of guests and hosts online, leading to meaningful travel experiences in the real world. From treehouses to castles, Airbnb gives access to the most interesting places to stay around the world, putting you in the local scene and connecting you with unforgettable characters that become part of your story. Travel inspires some of our best and most memorable stories, and travel with Airbnb facilitates even more interesting experiences and stories that are worth sharing. In just 10 years the company has become one of the most influential brands and like everything at Airbnb, the ambition for our Luxury Lifestyle brand is vast. That said, our ambition is not tied exclusively to financial growth metrics. Our ambition is to shape the future of luxury travel and make a significant cultural impact. To realize this opportunity, Airbnb is looking to hire a world-class CRM Programs Lead for the Luxury Guest and Partner / Host segments. Working closely with cross-functional teams across marketing, customer experience, product and regional business partners you will design and manage a robust CRM program to drive even higher levels of engagement and customer satisfaction of Airbnb's Luxury consumer base. This role will be based in New York, NY. Key Responsibilities Develop and execute end-to-end CRM strategies to acquire new guests and hosts, and continually engage and retain them throughout their lifecycle Leverage marketing automation tools to develop transactional, promotional, and informational content strategies that maximize customer retention and growth Create, execute and manage multi-channel marketing campaigns that deliver against business goals for assigned work flows Establish, report on, and improve KPIs for all campaigns / communications Act as a key partner to the business as the voice of the customer and CRM best practices expert (topics around hyper-personalization, segmentation strategies and building integrated customer profiles) Collaborate with data science, market research & marketing analytics teams to understand consumer behavior & identify consumer insights that can be leveraged for marketing activities Work with our deployment, content and creative teams to design and launch complex automated campaigns using our internal and external tools Play-booking and documentation, keeping in mind that the learnings from today will pave the way for growth in the region and other markets around the world Partner with our Product, Design, Customer Experience, Brand and Creative teams to ensure all touchpoints are on-brand and impactful Requirements BA/BS degree or equivalent practical experience Minimum 10 years experience in customer marketing, customer communications, or the customer engagement space Previous people management/team lead experience A self-starting attitude, ready to embrace opportunities to make an impact autonomously with good organization agility to work effectively across functions and lines of multiple business units in a global organization Excellent project management, problem-solving and communication skills with the ability to balance rigorous attention to detail with swift execution Goal oriented with the ability to move quickly and easily between high level strategy and rolling up sleeves for execution Analytical mindset and comfortable with working directly with data science and engineering teams

Keywords: Airbnb, New York , CRM Programs Lead, Lux, Other , New York, New York

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