CRM Campaign Manager

Our vision is to be the world's leading social travel platform.

We are on a mission to help travellers find their people and create unforgettable moments together. Connections matter as much as destinations, and we are building a global ecosystem to enable them.

Since the launch of our social network in the hostelling category in 2022, Hostelworld has experienced transformational growth. We have successfully welcomed over 2.6 million social members to our platform, proving the strong demand for connection in travel. This vibrant community is not just booking trips; they are actively engaging, co-creating, and becoming our most powerful brand advocates. The platform is rich with user-generated content, including a rapidly growing volume of customer testimonials and authentic travel stories that provide powerful social proof.

The growth in engagement is remarkable: the number of messages sent between travellers has grown significantly faster than the number of trips booked by social members, demonstrating the deep social utility of our platform. This momentum is reflected in our robust financial health, underscored by a strong balance sheet powered by an asset-light, cash-generative business model.

We are not just another Online Travel Agent (OTA); we have created a new category of travel altogether: Social Travel. Our singular focus on helping travellers find people to hang out with is the foundation of our strategy. It has allowed us to build a powerful and defensible market position, which attracts highly valuable customers and shifts more of our business onto our mobile-native apps.

While our app and social features create a sticky user experience, our true competitive moat stems from the incredibly rich, proprietary data set generated by our social network. As our community grows, so does the value of this data, creating a compounding network effect that is nearly impossible to replicate. This "social flywheel" allows us to understand traveller behaviour, predict needs, and personalise experiences in ways that generalist OTAs cannot match. It is the engine that will power our long-term, differentiated growth and solidify our position as the sole player in the Social Travel category we created.

At our Capital Markets Day in April 2025, we unveiled our ambitious strategy to build on our success and realise our vision over the next three years. This strategy is organised around five key themes:

• Strengthening the Core OTA Platform: We will continue to enhance our core booking engine, ensuring a seamless and efficient experience for our customers and hostel partners, further solidifying our position as the leading platform for hostel discovery and booking.

• Building 'Pre-Booking' Social Features: We are developing innovative features like 'Travel Plans', designed to engage users much earlier in their travel journey. These features will accelerate the creation of social profiles and drive app downloads, fuelling our social flywheel before a single bed is booked.

• Leveraging AI for an Enhanced Social Experience: We will embed AI into our pre- and post-booking features to deliver unparalleled personalisation and value. This includes AI-powered recommendations for people to meet, places to go, and things to do, making our social network an indispensable travel companion.

• Expanding our Addressable Market: We will expand our reach and product portfolio through targeted partnerships and M&A. This will allow us to cater to a broader segment of the youth travel market and integrate new, complementary services into our social travel ecosystem.

• Building New Revenue Streams: Our social network is more than an engagement tool; it is a new platform for monetisation. We will develop new revenue streams directly from our social features, creating value for our users and our business in ways that traditional OTAs cannot.

Our Culture

At Hostelworld, our culture is a direct reflection of our customers: adventurous, curious, and social. We have a shared love of travel that fuels our work and connects us on a deeper level. It's a fast-paced environment that blends the agility and "scrappy" resourcefulness of a start-up with the experience and ambition of a global, publicly listed company.

We are a team of pragmatic optimists who are data-obsessed and results-driven. We value a 'test and learn' mindset, encouraging experimentation and empowering our teams to take calculated risks. We believe in doing the right thing—for our customers, our partners, and each other. We foster a supportive and collaborative atmosphere where diverse perspectives are celebrated, and where every team member has the opportunity to make a significant impact on our journey. We embrace the journey, not just the destination, and we seek leaders who will thrive in a dynamic environment and inspire their teams to do the same.

This role is based in Portugal. We have an office hub in Porto available for those who prefer a hybrid model where you can spend time with colleagues in-person. You will need to be able to commute to our office hub as required from time to time.

We are seeking a dynamic CRM Campaign Manager to join our team. In this role, you will own our CRM channel, be responsible for coming up with new CRM campaigns, as well as operationally creating them and managing our CRM tool. You will also work closely with multiple stakeholders to understand their CRM needs and ensure that these needs are met through effective campaign management.

Our CRM currently consists of email and push notifications, but may expand into other content types in the future.

• Work on the team that owns the performance and success of the CRM channel for bookings and new customer acquisition

• Develop and execute new CRM campaigns to drive customer engagement and retention

• Contribute to experimentation roadmap and constantly work on improving existing CRM campaigns through A/B testing

• Work with the CRM, and wider growth teams, to improve our user journeys through CRM and contribute to our CRM social network strategy

• Manage the operational side of CRM, including building campaigns in Iterable or similar and ensuring that campaigns are executed flawlessly

• Work closely with stakeholders from across the organization to understand their CRM needs and develop campaigns that meet those needs

• Monitor campaign performance and adjust as necessary to ensure that campaign goals are met

• Support ad-hoc and one-off campaigns (like Black Friday, Winter Deals etc) from the CRM perspective and take an active role on those projects

• Contribute to the overall CRM roadmap and campaign management across all teams requirements
  

Experience & Qualifications:

• 3+ years of experience managing CRM campaigns, preferably in a B2C environment

• Strong product management skills and ability to manage multiple projects simultaneously

• Previous experience with CRM reporting and A/B testing is preferred

• Experience with Iterable, Braze or other CRM systems is preferred

Knowledge & Skills:

• Strong analytical skills and ability to use data to drive campaign decisions

• Excellent communication skills and ability to work effectively with stakeholders at all levels of the organization

• Experience building, testing and troubleshooting email and push campaigns, segments and flows in CRM systems like Iterable or similar.
  

• Competitive salary & benefits 

• Enhanced annual leave plus 3 Wellbeing Days per year 

• Paid family leave (maternity, paternity, surrogacy & adoption) 

• Agile working (plus 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
  

• Grow others - We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.

• Master it - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for 'the why,' and wherever possible, we use data to find the best solution.

• Collaborate - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.

• Adapt - We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we're never afraid to pivot.

• Deliver - Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.
  

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. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you don't meet them all, please consider applying if you think you can still perform the role as described.