Customer Success Manager

• Support in optimizing our global loyalty program by analyzing traveler enrollment, engagement behavior, program value, and cost efficiency.
• Identify opportunities to increase repeat airport transfers through targeted lifecycle enhancements, loyalty touchpoints, and reactivation triggers.
• Contribute ideas, concepts, and recommendations to strengthen customer retention and reduce churn, based on data and behavioral insights.
• Collaborate with BI and Product teams to analyze customer behavior and contribute to the development or refinement of models such as churn prediction, RFM, next-best-action logic, and personalized recommendations.
• Transform insights into actionable journey concepts and high-level flow designs.
• Apply personalization techniques to ensure communications adapt to traveler profiles, behaviors, and booking patterns.
• Support the evolution of our incentives strategy by analyzing performance, cost structure, and impact on traveler retention and LTV.
• Work with Product and Finance teams to ensure incentive flows are efficient, measurable, and operationally sound.
• Provide insights and recommendations to improve incentive targeting and ensure alignment with business efficiency goals.
• Ensure incentives are properly integrated into automated journeys and lifecycle segments.
• Support in campaign-level budget allocation to ensure CRM initiatives align with engagement targets and deliver efficient, measurable impact.
• Contribute to the creation and refinement of event-based automations, lifecycle triggers, and CRM logic in collaboration with the Product and CRM teams.
• Bring a mobile-first approach to CRM design and ensure automations align with traveler needs across devices and channels.
• Produce clear, insightful reporting on user-level performance, incentive-level ROI, campaign impact, and overall CRM contribution to B2C growth.
• Ensure data accuracy and integration quality across the CRM stack, supporting Product on event reviews and data flow validation.

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