Data Driven Customer Experience Analyst
Há 1 mês
Hostelworld is a global online booking platform that inspires adventurous minds to meet the world and come back with life-changing stories. Our customers crave cultural connection and unique experiences, which we make possible by providing an unbeatable selection of hostels in unmissable locations.
We have more than 13 million reviews across 17,800 hostels in over 179 countries, making us the leading online hub for social travel. Our website operates in 19 languages, and our mobile app is available in 13 languages.
Job SummaryWe are seeking a Data-Driven Customer Experience Analyst to play a crucial role in enhancing our customer relationships through data-driven insights. As a CRM Analyst, you will be instrumental in analysing customer behaviours, segmenting audiences, and optimising our marketing efforts to improve customer engagement and retention.
This role sits in the Mobile Analytics Team, reporting to the Head of Growth Analytics. You will work with best-in-class technology, including Google Analytics, GCP & Snowflake, Tableau, and Airflow, and collaborate with a motivated team of data analysts, engineers, and scientists.
Key Responsibilities- Develop and maintain segments for personalised marketing campaigns based on customer behaviour, demographic data, and booking patterns.
- Analyse CRM data to provide actionable insights on customer lifecycle, loyalty, and retention.
- Collaborate with the mobile team to design, test, and optimise campaigns across multiple channels.
- Monitor and report on the performance of CRM initiatives, providing regular updates to senior management on their impact on revenue and customer engagement.
To succeed in this role, you will need:
- A Bachelor's degree in Marketing, Business, Statistics, or a related field.
- 2+ years of experience in CRM analytics or a related field, preferably in the travel or tech industry.
- Strong analytical skills with experience in SQL, Excel, and CRM software (e.g., Salesforce, HubSpot).
- Experience with data visualisation tools such as Tableau or Power BI.
- Knowledge of statistical modelling and data mining techniques is a plus.
As a Data-Driven Customer Experience Analyst, you can expect:
- A competitive salary of €45,000 - €60,000 per annum, depending on experience.
- Enhanced annual leave plus 3 Wellbeing Days per year.
- Paid family leave (maternity, paternity, surrogacy & adoption).
- Agile working and a Working from Abroad Policy.
- Support for your ongoing growth & development.
- Inclusive people policies (sickness, menopause, compassionate and fertility leave).
- A chance to give back to your local community with 5 paid volunteering days.
We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. If you don't meet all the requirements but think you can still perform the role, please consider applying.
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