CRM Specialist

About the role

Lead and oversee the end-to-end strategy, planning, execution, and optimization of multi-channel CRM campaigns (Push Notifications, Email, SMS, LINE OA, In-App) to drive customer retention, repeat bookings, and Lifetime Value (LTV). This role involves deep-diving into customer travel data and booking behaviors to build precise user segmentations and deliver personalized offers based on travel preferences and booking cycles.

Key responsibilities

• Lead and oversee the end-to-end strategy, planning, execution, and optimization of multi-channel CRM campaigns (Push Notifications, Email, SMS, LINE OA, In-App)
• Build precise user segmentations and deliver personalized offers based on travel preferences and booking cycles
• Design and implement automated customer journeys and triggered campaigns
• Manage loyalty programs, point systems, and promotional privileges
• Partner closely with Product, MarCom, Business Development, Data, and Operations teams to optimize end-to-end customer touchpoints
• Monitor, analyze, and report on campaign KPIs (Open Rate, CTR, Conversion Rate, Repeat Booking Rate, Churn Rate)
• Leverage data-driven insights and A/B testing to continuously improve ROI
• Lead, mentor, and empower a team of CRM specialists
• Stay ahead of travel industry trends, emerging CRM technologies, CDP platforms, and martech tools

About you

• Minimum 3–5 years of proven experience in CRM, Retention Marketing, or Direct Marketing
• Preferred background in OTA, Airlines, or the Hospitality/Travel industry
• Deep understanding of travel consumer behaviors, booking windows, seasonality, and customer trip lifecycles
• Solid experience in designing and scaling successful CRM & Loyalty initiatives that verifiably boost customer engagement, retention, and brand loyalty
• Strong hands-on knowledge of modern CRM/CDP platforms and Marketing Automation tools (e.g., Braze, CleverTap, MoEngage, Salesforce Marketing Cloud, or similar)
• Excellent analytical skills with proficiency in interpreting complex customer data (experience with Advanced Excel, SQL, Google Analytics, or Power BI is a strong plus)
• Strong leadership abilities paired with excellent communication and cross-functional project management skills