Booking.com is looking for Program Managers all around the globe! Join us in our beautiful Amsterdam headquarters and work on planet Earth’s #1 accommodation website with the industry’s smartest people.
This role is part of the Partner Performance Marketing Track which focuses on optimising our 2 million+ accommodation partners performance on our platform by providing customised tailored interactions via our digital channels and ultimately empowering these partners to discover commercial growth opportunities. Our target audience includes a diverse range of accommodations globally from homes to local hotels and very well known chains.
As a Program Manager Partner Lifecycle Marketing you will be one of the main player of Partner Lifecycle Marketing team of the track, you will have ownership of improving omni-channel automation programs to improve customer experiences (in our case 'Partner Experience') in every step of their lifecycle: from the day they consider to work with us till they decide to leave the platform.
In this role, you will spearhead projects that are identified having substantial business impact. You will be responsible for analysing partner needs and pain points per lifecycle phases, mapping the ‘as-is’ journeys and facilitating the design of the ‘to-be’ journeys with the subject matter experts. You will gain buy-in for the ‘to-be’ journeys and the ownership of actions stakeholder groups need to take in order to build the new experience. You will be working with a range of stakeholders within the company, from e.g. Research, Data Science, Product, Marketing, Digital Channels, Customer Services, and Local Partner Services.
On top of it, we are a highly data-driven company. In your area of responsibility that will mean that you will create strong hypotheses based on data insights and you will aim to show the conclusive value on targeted main KPIs such as implementations, churn, incremental revenue. You get to optimized results by designing cycles of experimentation, learning and optimizing/expanding.
Own the holistic partner lifecycle maps across the products & services for the responsible part of the lifecycle funnel.
Work closely with data scientists/business analysts, researchers, and product marketing managers to analyze partner needs and pain points. Define the yearly strategic priorities and turn them into projects.
Manage the high-level project plans (backlog) and map the projects' contribution to the business KPIs.
Build project teams and manage needed resources per project.
Lead the project teams to bring the projects to life by:
o Mapping the as-is journeys and defining the problems,
o Designing the omnichannel solutions with the subject matter experts,
o Turning designed solutions into user stories and building them in selected channels,
o Testing and validating all user stories via A/B testing and/or long-term impact projections,
o Monitor and report the results of the projects and make sure that the successful ones are turned into live interactions.
5+ years of work experience in Marketing, Digital Marketing.
2+ years of work experience in Lifecycle Marketing and/or Digital CRM.
Experience with customer insights (on our case partner) to understand our partners.
Data literacy and the ability to use data to build actionable insights.
Experience working in a sizable marketing environment, preferably in a multinational B-to-B context.
Business acumen to quickly understand Booking’s objectives and key results, partner and consumer perspectives and the way all parts of the company work together to realise our ambitions.
Strong and resilient team player with a high degree of flexibility, problem-solving and positive communication that motivates and influences the achievement of team objectives.
Excellent organizational skills, ability to prioritize tasks, and manage time efficiently. High performer with the ability to manage parallel tracks and expectations for project scope changes, seeing intersection points, and mitigating risks.
Advanced oral and written communication with the ability to facilitate discussions with your stakeholders.
Ability to work in a fast-paced environment that changes rapidly.
Experience with Design Thinking methodology is a plus.