CRM Lead

Hostelworld Group, the global hostel-focussed online booking platform, inspires adventurous minds to meet the world and come back with life-changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations – all in the palm of their hand.

It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17,800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.

Founded in 1999 and headquartered in Dublin, Hostelworld has a growing, high-calibre team of 230 people within Technology, Product, Global Markets, HR, Finance & Legal and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext.

ABOUT US

Hostelworld Group, the global hostel-focussed online booking platform, inspires adventurous minds to meet the world and come back with life-changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations – all in the palm of their hand.

It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17,800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.

Founded in 1999 and headquartered in Dublin, Hostelworld has a growing, high-calibre team of 230 people within Technology, Product, Global Markets, HR, Finance & Legal and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext. You can read more about our story here.

LOCATION

This role is based in Portugal. We have an office hub in Porto available for those who prefer a hybrid model where you can spend time with colleagues in-person. You will need to be able to commute to our office hub as required from time to time.

WHO YOU'LL WORK WITH  ‍ ‍

We are seeking an experienced CRM Lead to join our team. In this role, you will own our CRM channel, be responsible for coming up with new CRM campaigns, as well as operationally creating them and managing our CRM tool. You will also work closely with multiple stakeholders to understand their CRM needs and ensure that these needs are met through effective campaign management.

Our CRM currently consists of email and push notifications, but may expand into other content types in the future.

WHAT YOU'LL DO ‍

• Own the performance and success of the CRM channel for bookings and new customer acquisition.
• Develop and execute new CRM campaigns to drive customer engagement and retention.
• Drive experimentation roadmap and constantly work on improving existing CRM campaigns through A/B testing.
• Work with the mobile team to come up with and implement new campaigns and experiments for our social network features.
• Manage the operational side of CRM, including building campaigns in Iterable, MoEngage or similar and ensuring that campaigns are executed flawlessly.
• Work closely with stakeholders from across the organization to understand their CRM needs and develop campaigns that meet those needs.
• Monitor campaign performance and adjust as necessary to ensure that campaign goals are met.
• Support ad-hoc and one-off campaigns (like Black Friday, Winter Deals etc.) from the CRM perspective and take an active role on those projects.
• Responsible for the overall CRM roadmap and campaign management across all teams requirements.

WHAT WE’RE LOOKING FOR

• 5+ years of experience managing CRM campaigns, preferably in a B2C environment.
• Strong product management skills and ability to manage multiple projects simultaneously.
• Previous experience with CRM reporting and A/B testing is preferred.
• Experience with Iterable, Braze or other CRM systems is preferred.
• Strong analytical skills and ability to use data to drive campaign decisions.
• Excellent communication skills and ability to work effectively with stakeholders at all levels of the organization.

WHAT WE OFFER

• Competitive salary & benefits 
• Enhanced annual leave plus 3 Wellbeing Days per year 
• Paid family leave (maternity, paternity, surrogacy & adoption) 
• Agile working (plus a Working from Abroad Policy!) 
• Support for your ongoing growth & development 
• Inclusive people policies (sickness, menopause, compassionate and fertility leave) 
• A chance to give back to your local community with 5 paid volunteering days

OUR BEHAVIOURS

• Grow others - We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.
• Master it - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for ‘the why,’ and wherever possible, we use data to find the best solution.
• Collaborate - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.
• Adapt - We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we’re never afraid to pivot.
• Deliver - Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.

We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you don’t meet them all, please consider applying if you think you can still perform the role as described.