Tasks & Responsibilities:  

CRM and Email Marketing 

• Review and optimize the current CRM and email marketing strategy, and develop and execute a forward-looking CRM roadmap for the next 2-5 years.  
• Own and continuously improve customer database segmentation, developing new and advanced segments based on booking behavior, preferences, engagement, frequency, and customer value.  
• Lead the optimization of user data collection through web registration and collaborate cross-functionally to ensure the availability and quality of data required for CRM, personalization, and segmentation.  
• Conduct ongoing consumer research to better understand customer needs, behaviors, and motivations, and develop and refine customer personas to inform targeted communications and customer journeys.  
• Leverage relational and behavioral data to improve targeting and personalization across the customer lifecycle.  
• Lead A/B testing and optimization initiatives across email personalization, automated campaigns, and customer journey flows to improve engagement, conversion, and retention.  
• Monitor KPIs and report on campaign performance, providing actionable recommendations to improve user engagement, conversions, and overall campaign effectiveness.  
• Resolve CRM segmentation and data-processing requests from other teams, ensuring continuity and efficiency in campaign operations. 

Digital Experience 

• Take ownership over the user experience on the CMS by understanding its usage, optimizing its organization and cataloging the modules for ease of use. 
• Support internal teams in using the CMS and other digital tools more effectively by developing documentation, guidance, and best practices where required. 
• Set up and analyse surveys, data & interviews for certain topics within our websites and propose solutions based on these results.  
• Support product by combining qualitative and quantitative insights to identify user needs, pain points, and opportunities for improvement. 
• Review and test newly developed features within the staging environments to ensure they meet defined requirements, design expectations, and FFP Assurance standards before release. 
• Explore ways to resolve systemic problems by understanding the contributing factors and their connection and proposing a solution. 
• Collaborate with Product, Design, Development, Marketing, and other stakeholders to improve website functionality and overall digital customer experience. 
• Support the definition and documentation of requirements for website improvements and new digital functionality. 
• Nice to have: Support DNS configuration and domain-related setup for clients websites using Webflow. 

Qualifications & Skills 

• Minimum 4 years of experience in a digital marketing, CRM, or a related role.  
• Strong experience in CRM, email marketing,marketing automation, customer segmentation, and personalization.  
• Strong analytical skills, with experience using Google Analytics 4 and other reporting tools to analyze customer behavior and CRM performance.  
• Experience developing and optimizing customer journeys, using data and testing to improve engagement, conversion, and retention.  
• Basic SQL knowledge and experience querying CRM data is a plus.  
• Curious and analytical approach to problem-solving, with the ability to investigate issues, identify root causes, and propose practical solutions.  
• Experience with qualitative and quantitative research methods, including surveys, customer interviews, user feedback, and behavioral data, is an advantage.  
• Good understanding of the digital landscape and hospitality industry, with familiarity with CMS platforms, website operations, and content management processes.  
• Comfortable testing digital features, identifying issues, documenting requirements, and collaborating with Product, Design, and Development teams.  
• Strong project management, organizational, and cross-functional collaboration skills.  
• Excellent communication and teamwork skills, with strong written and spoken English. 

• Perks & Benefits