trivago is looking to hire a highly capable and dynamic Global Head of Customer Engagement to join our marketing team. This is a critical leadership role for trivago, an organization where out-of-the-box marketing is the key growth driver and constitutes much of the annual budget for the company. The business currently invests over €700 million in marketing, combining a significant focus on TV campaigns across multiple countries, with a large digital share – trivago is one of Google’s ten largest advertising spenders.
trivago is currently focused on the restart of the travel industry – the traveler mindset has changed and trivago is at the forefront of adapting to this by reinventing our product and marketing efforts.The Customer Engagement function is a newly created team within marketing, managing trivago’s retention, engagement and life-cycle strategy. This role is central to trivago’s growth, driving more frequent usage and higher engagement with its platform. The position will partner closely with our product organization to build a strategy that addresses customer experience questions such as how to create value and engagement outside of the booking funnel, how to capture customers earlier in their research process and how to retain them post transaction. To do so, the role will manage a series of content and engagement focused channels including e-mail, social media, app marketing and online video. Consequently, the Global Head of Customer Engagement needs to operate at the intersection of performance marketing, brand and retention and will work closely with leaders across marketing and the broader organization. What you’ll do:Build a customer engagement strategy that drives increased frequency of use, retention through low marketing channels and deeper engagement throughout the customer life-cycle.Manage engagement and content focused marketing channels including email marketing, social media (paid and organic), app-based marketing and online video.Own trivago’s customer engagement strategy to drive adoption of platforms including the app and trivago magazine.Develop a robust and actionable customer segmentation strategy utilizing internal and 3rd party data.Develop a detailed communication and content strategy that drives personalization of our targeting and messaging.Expand our current e-mail marketing capabilities, balancing direct response and brand objectives, and testing and learning into the optimal frequency, messaging and targeting.Develop financial targets for revenue and contribution from engagement channels and manage the profitability of the channels to these short-term and long-term goals.Implement a robust testing approach for measuring, analyzing and optimizing campaign performance on an ongoing basis.Partner with trivago’s member experience product team to align marketing strategy with product vision and roadmap.What you’ll definitely need:The ideal candidate needs a rare ability to combine a strategic mindset on the future of travel and the customer experience, with a detailed analytical eye to optimize channel and campaign performance. On any given day the Global Head of Customer Engagement could be defining the future vision of a retention marketing program or be dissecting results from A/B tests on re-marketing features.A strong customer mindset with the ability to marry quantitative and qualitative insight from customer segments and turn them into actionable marketing strategies.Strategic mindset to be able to plan and structure an approach to explore future engagement strategies integrating product and marketing.A high bias to action with the ability to get support and buy-in from diverse teams across the organisation and implement in a test and learn environment.Strong leadership skills, including clear expectation management and people development skills.Structured thinking coupled with the ability to zoom-in and out in projects to challenge solutions on multiple levels.Confidence in working on projects that are happening in a very uncertain, under-defined and hypothesis driven environment.Good communication skills on all levels of the organization.What we’d love you to have:Experience working in an e-commerce environmentWhat you can expect from life at trivago:Entrepreneurship: The freedom to take ownership of your work and drive initiatives independently. It’s the idea that counts, not the position. Growth: Support for your development, constant new challenges, regular peer feedback, mentorship and training.Internationalworkforce: Collaboration with international talents from 80+ nations bringing different perspectives, backgrounds and expertise together to ensure a truly global focus.Flexibility: Self-determined working hours and the opportunity to split your time between home and our campus in Düsseldorf. Relocation and integration: Support with relocation costs, work permit and visa questions, insurance and free language classes.Equal opportunity: Commitment to fostering an all-inclusive workplace, because we know representing the diversity of our users in our talent force enables us to create a more meaningful product. Additional information:To find out more about life at trivago follow us on @lifeattrivago on Facebook, Instagram and Twitter.To learn more about tech at trivago, check out our tech blog, follow @tech_trivago on Twitter and sign up to our tech newsletter.Want to learn more about trivago’s business model to prepare for your interview? Find out more about Our Product.A note regarding COVID-19:We understand that there is a lot of uncertainty around the future of the travel industry. If you want more insight into our current strategy and outlook, follow our LinkedIn company updates.Our recruiting team will be on hand every step of the way, but if you have any questions or concerns before applying, feel free to reach out to us at [email protected] look forward to your application!
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