CRM Marketing Manager

At GoSee we’re on a mission to connect more travellers with the people and places they love. With the backing of the Webjet group we’re an NZ success story in growth mode!

We have an exciting opportunity for a CRM & Loyalty Marketing Manager to join our team, bringing energy, passion, and experience to leading the marketing programmes that drive customer retention, brand advocacy, and lifetime value.

You’ll be a critical member of a global travel e-commerce business with big aspirations for the future.

About The Role 

Reporting to the Chief Marketing Officer and working closely with the other leadership team members, you will be responsible for providing CRM & Loyalty Marketing leadership for a global e-commerce travel brand.

You will be responsible for improving customer lifetime value through nurture and retention programmes, ultimately delivering both customer satisfaction and commercial outcomes for the business.

Key responsibilities include:

• Defining and executing against a world-class Customer Experience strategy focused on continually improving customer engagement, satisfaction, retention, and lifetime value
• Establishing a customer and business partner feedback model, leading the development and adoption of Voice of the Customer insights-driven decision making by leveraging tools for measuring NPS & CSAT, focus groups, and other methods of customer research
• Working closely with UX and Customer Operations teams to draw insights from usability testing and frontline customer interactions to inform CX improvements for existing customers
• Working closely with the Data team to develop and implement a customer lifetime value (LTV) model to track and optimise repeat customer volumes and value
• Leveraging the CRM platform to deliver customer nurture programmes that provide value to our customers and to the business
• Defining and delivering the strategy for managing the GoSee brand reputation in customer review forums e.g. Trustpilot, Google Reviews, etc.
• Managing customer database growth and health, ensuring a growing number of actively engaged email subscribers
• Managing community growth and customer engagement in social channels
• Over time, building a highly engaged, high performing CRM & Loyalty Marketing team

About You:

• You have proven experience in Direct Marketing/CRM/Loyalty strategy development and execution
• You put the customer at the heart of what you do, and you care about creating relevant and engaging customer experiences for different target audiences
• You are skilled at and enjoy engaging various internal and external stakeholders and influencing cross-functional teams to drive desired outcomes
• You’re a self-starter with initiative and a strong team player with a collaborative style
• Your friends describe you as a creative person who’s curious about things and is continually learning and growing
• You’ll bring your fresh perspective, be open to new ideas and be comfortable challenging the status quo, so that we get better all the time

You’ll have:

• Extensive experience in Direct Marketing/CRM/Loyalty, preferably in travel, tourism and/or a primarily eCommerce-driven business
• Strong commercial and business acumen and a track record of delivering revenue and ROI from marketing activity
• Experience with HubSpot or other similar Email Marketing and CRM tools
• Proven experience using data and insights to drive marketing and comms decisions
• Familiarity with voice of the customer (VOC) programmes and other customer survey and customer research tools
• The ability to communicate complex situations, insights, challenges, and opportunities to colleagues to enable stronger collaboration and better decision making

About The Company

GoSee is a global travel e-commerce business.  We are an NZ success story that has grown from a feisty start-up venture to a global business with the backing of the Webjet Group, a thriving ASX200 listed company.

We believe booking rental vehicles online should be easy. Our aim is to match our customer’s travel goals with the right products as efficiently as possible and support them throughout their entire travel experience. We have over 100 passionate and skilled people in our team committed to this purpose.

We’re on an exciting journey… recently rebranded and investing heavily in the future as travel returns, so the timing is never better to come join us and help connect more travellers to the people and places they love!

There are lots of good reasons to join us! Here are some of the benefits of working at GoSee:

• A diverse group of passionate people
• A wellbeing and cultural programme with regular social events
• An office in the heart of the city
• Flexible work options
• 10 days sick leave immediately available to you when you join, 2 of these days can be used as wellbeing days
• Extra leave that includes 1 day for your birthday annually, 1 day for the birth of your child, 1 day for when you get married
• Opportunity to give back to the community through our volunteer programme
• Subsidized health insurance through Southern Cross and the opportunity to enrol your family at a discounted rate
• Travel discounts across GoSee and Webjet brands, available for family and friends as well
• Free travel insurance
• Public Transport subsidy
• Bottomless access to high quality coffee from our café style coffee machine!

If this sounds like you, APPLY NOW!!

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.