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    Director of Performance - London, United Kingdom - TripAdvisor LLC

    TripAdvisor LLC
    TripAdvisor LLC London, United Kingdom

    1 week ago

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    Description

    At Tripadvisor, we want you to bring your unique perspective and experiences, so we can collectively revolutionize travel and together find the good out there.

    TripAdvisor is the world's largest online travel site, visited by 390 million travellers each month, and our Experiences business, Viator, is a fascinating and ever-evolving part of the organisation.

    At Viator, the ob Description only thing we love more than travel is data.

    As the Director of Customer Lifecycle Management, you will be responsible for overseeing the creation and implementation of strategies that maximise customer value and loyalty, globally.

    You will be joining us at an exciting time, as our fast (acquisition) growth means we need a strong, proven leader to help us build and scale capabilities around our customer base.

    Your primary responsibility will be to strategize, design, and implement best in class lifecycle programs and communication, driven by building a solid foundation of customer data and customer analytics.

    By leveraging data-driven insights and innovative techniques, you will drive customer loyalty, satisfaction, and advocacy, ultimately leading to increased revenue and customer lifetime value.

    This role requires a strategic thinker, a hands-on problem solver, and someone with strong mastery of performance data. Demonstrable personal expertise with customer analytics and customer data is a must, along with lifecycle marketing experience.

    Proven experience in B2C environments and in building and growing a CVM capability in a fast growth environment is essential.

    We have a strong preference for candidates that have travel industry experience, MarTech fluency, and a track record creating and growing CVM programmes such as loyalty, promotions, and services.

    Develop the Customer Value Management strategy, design the roadmap and capabilities, and manage build and implementation to create a world-class CVM function.

    Own and drive key commercial metrics such as upsell, cross-sell, and retention. Conduct regular analysis of customer data and trends to identify opportunities for upselling, cross-selling, and revenue growth.

    In collaboration with our analytics and data science teams, drive internal mastery of our customer data and analytics data to enable a data-driven decision making culture.

    Lead the strategy and growth plans of our services and solutions aimed at existing customers, across loyalty, content, promotions, and propositions.

    Proven experience (10+ years) in one or more of following disciplines: marketing lifecycle management, customer relationship management, customer data & analytics, customer proposition and services.

    Proven experience (5+ years) in leading a Customer Value Management (CVM) function, responsible for orchestrating and coordinating teams in the functions stated in the bullet above.

    Strong strategic thinking and analytical skills, with the ability to interpret data and insights to drive decision-making.
    Demonstrated success in building and growing best-in-class capabilities that drive best-in-industry commercial outcomes for a B2C business.
    Results-oriented mindset, and data and analytics fluency for decision-making

    If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to .

    LI-Remote
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