CRM Data Planner (Viator)

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

 

Develop and implement a data strategy that supports the delivery of a data-driven CRM program. This role focuses on extracting actionable insights, driving customer segmentation, enabling personalized communications, and building a robust test-and-learn agenda to optimize campaign performance and ROI.

 

Data Strategy & Planning

• Develop and maintain a data-driven strategy to optimize CRM campaigns across all stages of the customer lifecycle.

• Identify opportunities within data to improve communication programs, enhance customer engagement, and add commercial value.

• Provide clear, detailed briefs to analysts for data extraction, segmentation, modeling, profiling, and campaign reporting.

Campaign Planning & Execution

• Collaborate with campaign and data selection teams to ensure CRM campaign logic is implemented accurately and aligned with the broader strategy.

• Lead the design of robust test-and-learn frameworks to deliver continuous improvements in customer segmentation and targeting strategies.

• Forecast and analyze campaign impact, recommending actionable strategies to enhance ROI and performance.

Insights & Reporting

• Partner with analytics teams to deliver post-campaign analysis, translating insights into actionable recommendations for future initiatives.

• Ensure campaign performance metrics and results are communicated clearly to stakeholders.

• Champion the use of customer insights to inform and refine omnichannel CRM campaigns.

Governance & Compliance

• Ensure all data capture and use complies with relevant regulations (e.g., GDPR).

• Act as a key point of contact for data governance and privacy best practices within the CRM function.

Knowledge & Skills

• Strong expertise in CRM segmentation, database marketing, and data-driven campaign management.

• Proven experience in managing data briefs and developing actionable insights to drive customer value.

• Solid understanding of statistical techniques and measurement methodologies in CRM.

• Commercially astute with the ability to link data insights to tangible business outcomes.

• Skilled in presenting complex data insights and strategies to both technical and non-technical audiences.

• Strong knowledge of GDPR and other data privacy regulations.

Experience

• Minimum 7+ years of experience in data planning.

• Hands-on experience in building and implementing segmentation models, test-and-learn programs, and campaign performance measurement.

• Experience working with MarTech platforms (e.g., Braze, Salesforce, or Segment CDP).

• Proficiency in developing next-best-action frameworks and managing customer lifecycle strategies.

Qualifications

• Bachelor's degree in Marketing, Business, Data Science, or a related field (advanced degree preferred).

• Demonstrated success in delivering measurable results through data-driven strategies.

 

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.