CRM Loyalty Lead

The CRM/ Loyalty Lead plays a pivotal role in the development of a new loyalty program and the overall implementation of the CRM strategy for a leading global online travel agency. Are you passionate about building strong relationships with customers and driving loyalty through innovative programs? Do you thrive on developing strategies that keep customers coming back for more? If so, this opportunity is for you!

Key goals

• Set-up, Develop and Execute a comprehensive loyalty program aligned with business objectives and customer needs, which makes our customers come back for more. 
• Collaborate with cross-functional teams to define program features and benefits.
• Design and execute CRM strategies driving loyalty, engagement and retention
• Establish and track key KPIs to monitor and optimize effectiveness and spend.

Key Responsibilities

• Lead the development of a new global loyalty program 
• Kick start and execute CRM initiatives to improve retention and decrease churn rate across global markets
• Analyze the customer base to develop a clear view per brand/ affiliate: where are the customers; how loyal are they; what triggers them for upsell/ to buy again
• Keep track and own CRM key performance indicators as retention and churn rate
• Work closely with the Brand, Performance, Product and Data team as well the local marketing managers to develop initiatives born out of consumer, market and/ or channel performance insights. 
• Guide the CRM Content Lead with content strategies aligned with target audience preferences and brand positioning.
• Leverage CRM data and insights to personalize customer experiences and communications.
• Monitor program, campaigns and tests performance and conduct regular analysis to identify areas for optimization and improvement.
• Work with the customer at heart, develop attractive content and personalized experiences based on consumer insights
• Stay informed about industry trends and best practices in loyalty program management.

What you bring to the table

• Bachelor’s degree in CRM Marketing or related discipline
• A minimum of 10 years' experience in a similar role in CRM & Loyalty, preferably in travel/air industry, FMCG or scale-up
• Proven track record of developing and launching successful loyalty programs.
• Proven experience in CRM strategy development, CRM automations, segmentation and a/b testing.
• Experience in working with multiple CRM softwares and/ or ESP’s
• Creative mindset with a customer-centric approach.
• Data-driven mentality and analytical skills are a must 
• Strong stakeholder skills: you’re a connector, build bridges and can clearly present conclusions based on data 
• Excellent verbal and written communication skills in English and preferably Dutch.

What you can expect from us

• Enjoy the flexibility and life balance of hybrid work, where each team aligns on their minimum number of days in office to foster collaboration and meet the team's needs.
• Possibility to work up to 3 months from abroad (depending on your job function)
• 31,5 days of paid leave, so plenty of time to enjoy your travels!
• Flat hierarchy where your voice can be heard, welcomed and appreciated at all levels in the organization - where people can thrive, be creative and ultimately build their own legacy within the company.
• A diverse and multicultural working environment. Our global team has over 50 different nationalities, and we embrace everyone’s authenticity. 
• A company-sponsored volunteer day, dedicated to giving back to our community and making a positive impact together
• We have proven to grow people internally and we offer many internal development courses to keep on learning and growing.
• Amazing benefits, such as covered travel costs, ClassPass subscription/membership and a bike plan.
• Discover our Bijlmer Arena office in Amsterdam, surrounded by the city's second-largest shopping area, a vibrant cultural scene, diverse lunch options, and just one easy connection away from Amsterdam Central Station. Office amenities include car parking, secure bike storage, a pool table and more.
• Free fruit, healthy snacks, team drinks and company events.

About Travix

Travix is one of the leading global online travel agencies, operating with five brands: CheapTickets, Vliegwinkel, BudgetAir, Flugladen and Vayama. In 2020 we took our next step becoming part of the Trip.com Group family, one of the largest online travel companies in the world, consisting of Trip.com, Ctrip, Skyscanner, Make my Trip and Qunar. Travix currently operates in over 40 countries expanding in 5 continents, so a global mindset comes natural to us. Our purpose is ‘the next journey at your fingertips’ which goes for both our customers and employees. We bring together passionate people, global partners, and an innovative platform to deliver the best end-to-end booking experience for our customers.

Make your career at Travix

At Travix, everyone is welcome. Our global team has over 40 different nationalities and we embrace everyone’s authenticity. We have proven to grow people internally, we are proud of our passionate company culture and we love to dream big. Ever since our company was founded, our aim has been to create a work environment where people can thrive, be creative and ultimately build their own legacy within the company. More now than ever we are at a pivotal moment in our company’s existence: where we are preparing for when the world is ready to travel again. With cutting-edge technology, strong partnerships, a  strategic vision and the resources and stability of the Trip.com Group, we provide an international playground where our employees can truly impact the future of travelling. 

To accelerate this momentum, we're looking to grow our team. If you share the same values as we do, you are just as passionate and ready to build your own legacy, then there is plenty of room here at Travix. 

Ready to start your own Travix journey?

Think you have what it takes? Then, we would love to hear from you.