CRM Specialist

Ferryhopper is an equal opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.

The Company

Ferryhopper is revolutionising online ferry booking, aiming to change the way people travel by ferry. We are collaborating with more than 360 ferry companies across 63 countries, bringing a fresh and seamless ferry booking experience. We always strive to cater to the needs of all travellers and keep improving our services.

If you want to know more about the team, read about Ferryhopper in a nutshell.

The role

As a CRM Specialist, you will be a member of the CRM team and part of our wider Marketing team, helping us build high-value, data-driven communication through a strong lifecycle marketing approach. You will design, test and optimize CRM flows across every stage of the customer journey, with the goal of increasing retention, engagement and customer value, while identifying relevant cross-sell and upsell opportunities along the way. Using experimentation and A/B testing, you will continuously improve performance and uncover new opportunities throughout the lifecycle. You will work closely with the Product, Commercial and Design teams to turn customer insights and business needs into meaningful CRM experiences. 

Responsibilities:

• Build and execute the annual CRM and lifecycle marketing plan in collaboration with, and under the guidance of, the CRM Manager, using Braze to drive customer retention, engagement, and value across the customer journey.
• Build and optimize automated CRM flows and ad hoc communications based on customer behavior and lifecycle stage.
• Set up and manage multi-channel campaigns across web and app, including email, push notifications and in-app messages.
• Maintain and coordinate the CRM communications calendar, ensuring campaigns are properly planned and aligned.
• Design and execute ongoing A/B tests and experiments across audiences, content, timing and communication assets to continuously optimize CRM performance. 
• Monitor CRM performance, contribute to ongoing reporting, and turn insights into data-driven recommendations and actions.
• Create, manage and track promo codes and CRM incentives with defined targeting and eligibility rules. 
• Contribute to cross-sell, upsell and ancillary growth strategies through CRM channels.
• Explore and apply AI tools and AI-driven approaches to improve CRM processes, personalization, content creation and campaign optimization.
• Translate CRM initiatives into clear campaign briefs and actionable project requirements, coordinating execution with relevant teams. 
• Develop and apply customer segmentation and targeting strategies using travel audience, nationality, operational market, lifecycle stage, customer value and engagement data to deliver more relevant and personalized CRM communications
• Collaborate closely with the Product, Commercial and Design teams to deliver relevant and high-value customer experiences

Requirements

• 3+ years of experience in CRM, lifecycle marketing, customer engagement or a similar role, preferably within the travel industry.
• Ability to translate campaign objectives into clear communication concepts and briefs for designers and copywriters.
• Good knowledge of CRM and digital marketing best practices, with hands-on experience using a platform such as Braze, Optimove, or Klaviyo. Experience with Braze is a strong plus.
• Experience with email creation and template tools, preferably Stripo
• Strong understanding of customer segmentation, targeting and personalization using behavioral, engagement and customer value data.
• Strong analytical skills, with the ability to interpret CRM performance and identify insights and optimization opportunities.
• Confidence working with Google Sheets, Looker Studio and Power BI.
• A hands-on, detail-oriented and highly organized approach, with the ability to manage multiple priorities.
• Good understanding of HTML principles and structure for email templates.
• Familiarity with Liquid code is considered a plus.
• Working knowledge of a data analysis language, such as SQL, Python, or R, is considered a plus.
• Strong written and verbal communication skills in English.

Benefits

The health of our company and the success of our products are directly related to the health of our team and the work environment we create for ourselves. With this in mind, we strive to provide an inclusive and positive working environment. In this respect, we offer:

• Competitive compensation package
• Equipment of your choice
• Training and educational budget throughout the year
• Work in a collaborative and dynamic environment
• Great office space :)
• Three (3) additional days off on top of your statutory annual leave
• Exclusive coupons for your personal ferry trips

Remote & Hybrid Policy:

• Athens-based teams: The policy is to visit the office a minimum of once per week
• Work from Anywhere: Six weeks per year to work from any location of your choice