Director, Customer Engagement

Description

Travelzoo has 26 million subscribers globally who depend on Travelzoo to receive the highest quality travel, entertainment and local deals.  The company operates across multiple business segments that span both media and commerce.  Millions of our subscribers interact with our publications every month.  And every year literally billions of dollars in transactions occur via Travelzoo.

The Customer Engagement Manager will focus on all touch points and aspects of the relationship with subscribers and customers, from the first sign-up to multiple purchases.  The role combines a mix of heavy analytics with creative ideas and problem solving.  This person will develop a strong understanding of Travelzoo’s subscribers and customers, and then develop both reporting tools and improved messaging to strengthen and improve their engagement with Travelzoo.

Of particular importance will be to quickly understand at a deep level the behaviors of our subscribers who purchase or could purchase from us directly, i.e. those to whom we market vouchers for use in getaway mini vacations, local deals, or entertainment.  A much deeper understanding of the motivations of this group is essential. Increasing engagement - including trail, repurchase and on-going loyalty - among this group is a key business objective of the company.

The position can be based in Travelzoo’s Austin, Chicago, Los Angeles, or Miami office.

Responsibilities include:

• Launch and spearhead Customer Engagement Group, globally
• Understand current habits and data on Travelzoo subscribers and customers; quickly assess reasons behind current behaviors and advise the business as to what steps will result in greater subscriber engagement and purchase
• Work with technology team to build (or integrate third-party) advanced reporting
• Develop a CRM strategy across multiple business segments; take necessary steps to test and learn what will drive greater first time (trail) purchase or a voucher and what will create on-going loyalty.
• Work across many departments: products, marketing, sales, IT, customer service
• Manage budget and monitor return on engagement and CRM investments
• Accountable for targets such as email open rates, click rates, purchases and repeat purchases

Requirements:

• 7+ years experience working in a relevant role in retail, financial, publishing, or other subscriber/member dominated industry.
• The ability to think “outside the box” and develop not only insights but also creative solutions
• A strong understanding of digital publishing and e-commerce industries and metrics
• Deep knowledge of third-party customer relationship management (CRM) platforms and reporting tools
• Excellent written and verbal communication skills
• Bachelor’s degree required

We offer:

• Top salary
• Excellent career advancement opportunities
• Company sponsored medical, dental and vision
• 401(k) plan
• Exciting and fast paced work environment
• Ask about the Travelzoo Experience, a unique benefit for Travelzoo employees