About Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.
Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
Introduction
We are looking for a strategic and data-driven Senior CRM Manager to lead CRM growth for Trip.com Indonesia. You will own the end-to-end CRM strategy, leveraging customer insights, segmentation, and marketing automation to drive conversion, repeat bookings, and incremental GMV across CRM owned channels. The ideal candidate has a strong commercial mindset, thrives on data-driven experimentation, and is passionate about delivering measurable business results.
In this Role, you'll get to
- Build and own the end-to-end localized CRM business strategy to deliver measurable growth in orders, GMV, conversion, repeat bookings, and customer retention.
- Plan, execute, and optimize localized triggered CRM campaigns across push notifications, email newsletters, WhatsApp, SMS, and other owned channels to maximize sales performance.
- Design and optimize automated segmentation, customer lifecycle and personalization strategies to increase new user activation, repeat purchase, cross-selling, upselling deliver incremental revenue.
- Build data-driven CRM campaigns based on customer behavior, travel intent, and transaction history to improve conversion and engagement.
- Analyze CRM performance using key metrics including open rate, click-through rate (CTR), conversion rate, orders, quantity, GMV, revenue contribution, retention, and user growth, and continuously optimize campaign effectiveness.
- Identify growth opportunities through customer insights and translate data into actionable CRM initiatives to achieve monthly and quarterly business targets.
- Conduct A/B testing and experimentation on audience segmentation, messaging, timing, creatives, and offers to continuously improve campaign performance.
- Monitor industry trends, customer behavior, and CRM best practices to continuously enhance customer engagement and commercial performance.
What you'll Need to Succeed
- Bachelor's degree in Marketing, Business, Data Analytics, or a related field.
- Minimum 5 years of proven experience in CRM, Lifecycle Marketing, or Retention Marketing, preferably within OTA, airline, or e-commerce high-growth digital businesses.
- Demonstrated track record of delivering measurable business results, including growth in conversion, orders, quantity, GMV, customer retention, and repeat purchase.
- Strong analytical mindset with the ability to translate data into actionable insights and business decisions.
- Excellent project management and stakeholder management skills, with the ability to manage multiple campaigns simultaneously.
- Strong communication skills and the ability to collaborate effectively across Commercial, Product, Marketing, and Data teams.
- Self-driven, commercially minded, results-oriented, and comfortable working in a fast-paced, performance-driven environment.
Why Trip.com Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
What's more
- Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
- Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
- We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
- We encourage flexible work arrangement
- Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!
