About this role
Change the way the world travels
Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours.
Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step.
Your mission
GetYourGuide is looking for a Director of Lifecycle & CRM to set the vision for how we use communication and engagement with our customers throughout their journey with us, over multiple trips, to increase our value as a marketplace to them. This role is accountable for setting the lifecycle strategy and owning the canonical standards for customer segmentation, journeys and states, and messaging architecture.
Along with a talented group of leaders across Creative, Data, Marketing, Product and UX, you will build the operating system and guardrails that empowers teams to bring your vision to reality and ensures we deliver a consistent, high-quality, customer-first experience as well as incremental customer lifetime value (CLV) to the business.
What you’ll do
Set the lifecycle strategy and own key lifecycle definitions
• Define the end-to-end lifecycle vision and maintain a multi-quarter roadmap across multiple directly managed and stakeholder teams to drive repeat bookings, next trip, churn prevention, and winback
• Working with key stakeholders, set standard definitions for customer segmentation, customer state, journey stages, and messaging framework that are leveraged across functions
• Build a shared data language of Lifecycle by defining KPIs and success for the domain
• Own lifecycle budgets and investment strategy
Create platforms and operating systems that power Lifecycle success
• Raise the bar on personalization and relevance, creating a clear vision around customer data, content and messaging that speaks contextually, empathetically and one-on-one with our customers.
• Partner with Brand, Creative, and UX to build scalable content systems that improve quality and speed of experimentation across the organization.
• Partner with Data and Product to build a customer platform that teams can use across the journey to improve relevancy of touchpoints
• Partner with Product and Engineering to ensure lifecycle moments are integrated into the product
Build a world-class CRM operations platform
• Lead a stellar experimentation-driven operation, including setting the standard for good experimentation design, A/B test setup, reviewing conclusions critically and upholding high statistical and customer insight standards throughout all workstreams.
• Establish standards on QA, deliverability, compliance/consent, preference management, incident response, etc and partner w