Loyalty & Retention Marketing Specialist

Backroads • Berkeley, CA

5d • $95,000 - $115,000 • Hybrid

About The Position

We’re looking for a creative marketer who loves turning great experiences into lasting relationships. The successful candidate will draw on experience in retention, develop and manage programs that deepen guest engagement, increase repeat bookings, and grow our global community of Backroads travelers. Reporting to the Director of Digital Growth & Performance Marketing, you’ll work together with CRM, Content, and social teams to transform guest loyalty into measurable growth.

Requirements

• 4+ years of experience in B2C or consumer loyalty marketing, CRM, and brand community
• Excellent communicator with a track record of cross-functional collaboration.
• Strong project management and organizational skills; capable of owning programs from ideation to execution.
• Experience with marketing automation platforms such as Salesforce Marketing Cloud and building personalized journeys.
• Familiarity with guest segmentation and customer journey mapping.
• Detail-oriented with the ability to manage complex timelines and deliverables.
• A guest-first mindset with a passion for relationship marketing.
• A genuine enthusiasm for travel and understanding what inspires guests to return again and again.

Responsibilities

• Lead the Backroads Extra Special Travelers (BEST) Club loyalty program, proactively recommending new rewards that resonate with guests and drive repeat bookings and referrals.
• Collaborate with Content, Paid Media and Social teams to promote the value and benefits of Best Club across channels.
• Collaborate with CRM and Content teams to develop targeted communications that celebrate frequent travelers and re-engage lapsed guests.
• Develop reporting to identify unique guest stories and milestone events, ensuring recognition in collaboration with Guest Focus and Leader Development.
• Define and report on key loyalty KPIs such as repeat booking rate, guest engagement, referrals, credit/savings on account and other metrics as may be defined.
• Design scalable ways to celebrate frequent travelers, both online and offline.
• Partner with cross-functional teams including Product, Sales, Guest Services, and Trip Development to ensure seamless post-trip experience that supports rebooking and long-term loyalty.

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match, flex plan, and parental leave
• Generous paid time off, 8 paid holidays, and additional time off to go on Backroads trips!
• Complimentary trips and trip discounts for employees, and trip discounts for employees’ friends and family!
• Outdoor industry discounts and deals
• Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work
• Wellness programs and regular lunchtime bike rides and yoga

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees