Product Manager, CRM

KAYAK

Product Manager for CRM at KAYAK overseeing agile team and CRM strategies. Managing communication and initiatives to enhance customer retention across platforms and channels.

Posted 7/10/2026full-timeCambridge • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $130,000 - $150,000 per yearWebsite

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Own the CRM agile team’s backlog end-to-end — triaging intake from Marketing and Product, shaping requests into clear PRDs, and sequencing work to deliver against the team’s primary KPI (bookings).
Plan and lead agile ceremonies (refinement, sprint planning, reviews, retrospectives), ensuring the team operates with clear priorities, realistic commitments, and consistent delivery.
Oversee design, development, and experimentation pipelines for CRM initiatives — from early discovery through implementation, QA, launch, and iteration.
Build and evolve CRM capabilities in MoEngage (and related systems), including triggers, journeys, segmentation, and personalization across email, push, in-app, and messenger channels.
Design and ship transactional and triggered communication (e.g., price alerts, cross-sell, lifecycle journeys) that align closely with user intent and KAYAK’s retention strategy.
Define and run A/B and holdout tests to validate ideas, measure impact, and feed learning back into the roadmap.
Analyze performance using SQL, dashboards, and MoEngage reporting to identify opportunities, monitor guardrail metrics (unsubscribe, CTR, Revenue/1K sends), and make data-informed decisions.
Partner closely with lifecycle marketing, commercial, data science, engineering, and design to align on goals, scope cross-functional work, and manage trade-offs.
Help shape KAYAK’s CRM strategy for both B2C and select B2B use cases, with a primary focus on consumer retention and lifecycle engagement.
Ensure all CRM work complies with privacy, consent, and deliverability standards (e.g., GDPR, CAN-SPAM), and contribute to platform health and governance as MoEngage evolves.

Requirements

What you’ll need

3+ years of Product management experience with direct exposure to CRM, lifecycle, retention, or growth products in a B2C or e-commerce environment.
Hands-on familiarity with modern CRM / customer engagement platforms — experience with MoEngage is a strong plus; Braze, Iterable, Salesforce Marketing Cloud or similar tools are also relevant.
Solid understanding of CRM strategy, including transactional communication, segmentation, and retention tactics, and how to translate these into product capabilities.
Experience working with omni-channel communication (email, push, in-app, messengers) and designing cohesive journeys across channels.
Experience working with data, writing basic SQL, and using A/B testing and experimentation to guide decisions.
Proven experience working in an agile environment: backlog management, sprint planning, and leading a cross-functional team through delivery.
Clear written and verbal communication skills, with the ability to write concise PRDs and keep engineering, design, marketing, and leadership aligned.
Comfort collaborating with engineers on technical topics such as event tracking, APIs, and data flows, even if you’re not writing code yourself.
Genuine interest in the travel domain and empathy for traveler needs; prior experience in travel, metasearch, or high-volume consumer marketplaces is a plus.

Benefits

Comp & perks

Work from (almost) anywhere for up to 20 days per year
Focus on mental health and well-being:
Company-paid therapy sessions through SpringHealth
Company-paid subscription to HeadSpace
Company-wide week off a year – the whole team fully recharges (and returns without a pile-up of work!)
No meeting Fridays
Paid parental leave
Generous paid vacation + time off for your birthday
Paid volunteer time
Focus on your career growth:
Development Dollars
Leadership development
Access to thousands of on-demand e-learnings
Travel Discounts
Employee Resource Groups
Competitive retirement and health plans
Free lunch 2 days per week
Fun quarterly events such as boat trips, arcades, ski trips, Thursday happy hours, and more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Product ManagementCRM StrategyA/B TestingSQLBacklog ManagementSegmentationTransactional CommunicationOmni-Channel CommunicationData AnalysisExperimentation

Soft Skills

Clear CommunicationCollaborationEmpathy for Traveler Needs