Customer Experience Lead

4 months ago

Bondi Junction, Australia The Travel Corporation AU Full time

**The Role**:
As a Customer Experience Lead, you will act as the voice of the customer to optimise journeys across all touchpoints for The Travel Corporation (TTC) Tour Brands - Contiki, Costsaver, Trafalgar, Insight Vacations and Luxury Gold.

Reporting to the TTC Tour Brands Marketing Director, you will develop a deep understanding of our customers and identify targeting opportunities, mapping customer communications journey and identifying key moments of impact across the digital and offline experience.

This is a hybrid, permanent, full-time role.

Your responsibilities will include but are not limited to;
- Map customer communications journey and identify key moments or impact across digital and offline experience.
- Develop a deep understanding of customers and identify targeting opportunities for growth.
- Work closely with direct reservations team to optimize conversions and sales.
- Contribute to global CRM strategy, including marketing automation, personalisation, and segmentation.
- Collaborate with Media Manager to create landing pages for paid marketing campaigns, optimising copy and flow.
- Evaluate digital analytics, market conditions, and competitor research to provide input into strategic marketing plans.
- Some travel required - flexibility to attend evening functions/ events as required. May include weekends.
- 7+ years experience in a digital or relevant marketing function.
- Relevant qualification in Marketing or a related discipline.
- Naturally obsessed with data with the ability to produce and analyse reports and interpreting data leading to actionable insights.
- Strong HTML/CSS knowledge and experience using analytics tools such as Power BI, Google Analytics & Google Marketing stack or similar.
- Experience in A/B and multivariate testing.

**Benefits**:

- Staff travel discounts for family and friends.
- 12 weeks paid parental leave for eligible employees.
- Two team engagement days per year to share quality time with your team.
- Access to retail and wellbeing discounts.
- Two days paid leave per year for volunteer opportunities of your choice.
- Great working culture working with people who are passionate about travel.

**About Contiki**:
When Contiki was born back in 1962 the story began with a van and a group of travellers - they had the spirit of adventure and the passion to make every second count. That ambition started our journey and continues to drive us today.

We’re founded on an insatiable appetite for discovering new things in every corner of the world and developing lifelong friendships along the way. We truly believe we exist to connect young travellers to the time of their lives. All in all its about making every second of being young count.

**About Trafalgar**:
As the world’s most awarded and loved travel company, Trafalgar tours offers personal service, attention to detail and travel ease for our guests while they enjoy unmissable experience they have always dreamed of.

**About Costsaver**:
**About Insight Vacations**:
For over 40 years Insight Vacations has been designing the world’s finest touring itineraries offering an extensive range of premium and luxury escorted journeys throughout Europe, North America, India and the Middle East.
- ‘The Art of Travelling in Style” lies at the very heart of Insight’s philosophy. Its unique features and unsurpassable services standards ensure quality, unequalled value and unforgettable experiences.

**About Luxury Gold**:
Luxury Gold features an exclusive collection of luxury guided tours and cruises, each elevating travel beyond the ordinary.

Providing the finest end to end experience on the world’s leading limited edition small group tours, every journey is filled with unrivalled Passport Moments, the golden threads creating an exclusively curated extraordinary vacation.

**The Company**:
The Travel Corporation is a leading travel company compromising of well-known travel brands such as Contiki, AAT Kings, Trafalgar, Adventure World, Uniworld and Insight Vacations. It is comprised of 40 sales offices and 10,000 team members globally, whilst serving over 2 million customers annually across more than 70 countries.

**_The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you_

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