CRM & Customer Insights Analyst

The CRM & Digital Marketing Analyst serves as a subject matter expert in customer data, audience segmentation, and marketing insights, using data-driven analysis to support measurable marketing results across Tauck’s CRM and digital marketing initiatives. This role supports the planning, execution, and optimization of cross-channel marketing campaigns with a strong focus on email marketing, automated customer journeys, segmentation strategy and digital acquisition initiatives.

Responsible for developing actionable reporting and performance insights, this position optimizes campaign effectiveness through KPI tracking, A/B testing, journey optimization, and ongoing analysis of customer behavior and engagement. He/she serves as a key contributor in helping Tauck better understand customer behavior, preferences, and engagement patterns to drive smarter marketing decisions and deeper customer relationships. This role also supports the Marketing team in delivering more personalized, relevant customer communications to improve relevancy, customer retention and acquisition efforts, and ultimately drive passenger growth.

The ideal candidate is intellectually curious and excited by emerging technologies, including AI-driven marketing and predictive modeling tools that enhance customer insights, segmentation, and campaign effectiveness.

KEY RESPONSIBLITIES:

• Support development and execution of data-driven CRM and lifecycle marketing campaigns that improve customer engagement, retention, and acquisition performance across the customer journey.
• Build, deploy & maintain marketing and transactional email campaigns, automated customer journeys, and trigger-based communications. Continuously test & optimize campaigns to improve open rates, click-through rates, conversions, & bookings.
• Analyze campaign performance across housefile email marketing and new customer acquisition initiatives, delivering actionable insights, performance reporting, and ROI analysis to inform marketing strategy and investment decisions
• Identify opportunities to leverage AI and automation tools to improve segmentation, personalization, campaign optimization, reporting efficiency, and customer insights.
• Support audience segmentation strategies and list optimization efforts to improve targeting, personalization and campaign performance.
• Design, execute and evaluate A/B and multivariate testing across audience, offers, creative timing, retention and cross-sell strategies, translating findings into actionable recommendations.
• Support digital acquisition marketing initiatives through audience development, lead management, and campaign analysis.

• Work closely with Business Analytics, IT and Marketing teams to support reporting needs and campaign tracking.

  SKILLS & QUALIFICATIONS:

• 7+ year’s relevant experience in CRM, email marketing, lifecycle marketing, and analytics.
• Hands-on experience with marketing automation and CRM platforms, preferably Salesforce Marketing Cloud
• Strong understanding of email marketing best practices, customer journeys, segmentation strategies, & campaign optimization techniques.
• Highly analytical with strong reporting, data interpretation, and problem-solving skills
• Exceptional teamwork & collaboration skills, with ability to contribute effectively in a fast paced, cross-functional environment.
• Strong organizational skills with the ability to manage multiple projects & deadlines while maintaining close attention to detail.
• Advanced analytical capabilities with experience translating complex customer and campaign data into actionable marketing insights and business recommendations. Self-starter with a proactive mindset and the ability to take ownership of projects & initiatives.
• Strong verbal and written communication skills.
• Experience with predictive analytics, lead scoring, customer modeling, or AI-enabled marketing tools strongly preferred.
• Experience with the following is advantageous: SQL, Google Analytics/GA4, Salesforce (Marketing, Personalization, Sales & Service Clouds), Tableau.
• Passion for marketing; love of travel a plus!