Senior CRM Data Planner

Summary

Join Viator, a Tripadvisor company, as a Senior CRM Data Planner and develop and implement a data strategy for a data-driven CRM program. You will extract actionable insights, drive customer segmentation, enable personalized communications, and build a robust test-and-learn agenda. Key responsibilities include data strategy and planning, campaign planning and execution, insights and reporting, and governance and compliance. This role requires strong expertise in CRM segmentation, database marketing, and data-driven campaign management, along with significant experience in data planning and working with MarTech platforms. Viator offers competitive compensation, flexible work arrangements, and various employee benefits.

Requirements

• 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
• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• 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