Enchanting Travels - Specialist - Customer Relationship Management

Customer Relationship Management (CRM) Specialist

Where: Bangalore, India

Are you customer-obsessed, and constantly putting yourself in the shoes of your customers? Do you thrive on data-driven marketing? Are you curious and always keen to learn? Do you bring great ideas but also find ways to include others to make your ideas even better? How about joining a multicultural, fast-paced and dynamic team in an environment where global boundaries in the travel industry are challenged? Then we have been looking for you.

Who are we?

Enchanting Travels is a passionate, vibrant and innovative company that specializes in creating exceptional tailor-made journeys for discerning travelers to 50+ destinations around the world. Founded in 2004, we have made the travel dreams of thousands of guests from around the world come true. We rely on an outstanding team who are acutely invested in what they do - we are a multicultural community of 140 members from 17 nationalities working across our offices in the USA, Germany, India, Argentina and Kenya.

What is the position?

- The Customer Relationship Management (CRM) Specialist will report to our Senior CRM and Content Manager and will be based out of Bangalore, India. He/She will liaise closely with our Marketing team members who work out of our offices around the world.

- The role of the CRM Specialist is to help develop the strategy and execution of key customer-facing initiatives including guest outreach and nurturing, helping build our loyalty and referral programs, developing offline and online customer journeys, email drip campaigns, etc. with a focus on driving and growing guest activation, engagement and bookings.

Key responsibilities will include:

- Develop and shape our understanding and implementation of customer lifecycle development.

- Set up customer journeys with the appropriate messaging and triggers through different marketing channels (offline and online).

- Develop and execute customer relationship management programs and campaigns.

- Parse through data and reports to deliver insights and strategies to improve our performance across different campaigns and programs.

- Work with large datasets, driving CRM activities, email marketing, marketing automation, drip campaigns, loyalty and referral programs, and more.

- Track and measure the success of different marketing activities, and drive improvements.

What do we expect from you?

- Significant experience in data analytics to deliver excellent insights, and build reports focused on CRM

- Hands-on CRM experience in terms of ideating, setting up, and running programs/campaigns, apart from measuring their effectiveness

- A university degree, and a minimum of 3-5 years of work experience with a focus on CRM

- Collaborative, performance-driven, with a focus on high-quality work

- Experience in working for brands in the US market, and a keen understanding of US, German and Australian markets are a big plus

- In-depth knowledge of setting up marketing automation rules, mapping customer journeys both offline and online

- Mastery over the English language and excellent communication skills. German language skills would be a plus

- A high bias for action and a keen eye for detail

- Flexible, agile, adaptive and open to learning

- Ability to deep dive and implement root cause analysis

- Exceptional problem-solving abilities and prioritization skills