Manager, Traveler Lifecycle Marketing
About The Position
The Leading Hotels of the World is seeking a Manager, Traveler Lifecycle Marketing to support the development and execution of lifecycle marketing strategies that strengthen traveler acquisition, engagement, conversion, retention, loyalty, and lifetime value. Reporting to the Head of Lifecycle Marketing, this role translates audience strategies into personalized customer journeys, CRM programs, and lifecycle campaigns across LHW-owned marketing channels. Working closely with Strategic Programs, Digital, Data, Commercial, and Marketing teams, the Manager supports the growth and engagement of Leaders Club, optimizes customer experiences, and drives measurable marketing and commercial outcomes. This is a full-time position located in New York City. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our NYC office 2 days a week (Wednesdays and Thursdays).
Requirements
- Bachelor's degree in Marketing, Business, Communications, Hospitality, or a related field required.
- 5+ years of experience in lifecycle marketing, CRM, customer engagement, digital marketing, loyalty marketing, or a related discipline.
- Experience developing and executing lifecycle marketing programs, customer journeys, CRM campaigns, contact strategies, and personalized communications across digital channels.
- Hands-on experience with HTML, marketing automation, audience segmentation, and customer journey logic, with an understanding of behavioral targeting and personalization strategies.
- Strong analytical skills with the ability to interpret customer engagement, campaign performance, and lifecycle metrics to identify opportunities for continuous improvement.
- Understanding of loyalty marketing, membership programs, customer retention, and lifecycle engagement strategies, including experience supporting loyalty or membership-based initiatives.
- Experience using AI tools for copywriting and presentations, and exploring opportunities for automation, coding, and improved efficiency.
- Strong communication, relationship management, and project management skills, with the ability to collaborate across Marketing, Strategic Programs, Digital, Data, and Commercial teams to deliver integrated customer engagement programs while managing multiple priorities and deadlines.
Nice To Haves
- Experience with Salesforce Marketing Cloud preferred
- Experience working in hospitality, travel, luxury, or brand environments also preferred.
Responsibilities
- Plan and execute lifecycle marketing campaigns and customer engagement programs across onboarding, activation, engagement, and loyalty to support the growth and retention of Leaders Club members.
- Develop and advance personalized customer journeys and lifecycle communications, including regional, hotel, and promotional content, to strengthen engagement, conversion, loyalty, and customer lifetime value.
- Partner with Strategic Programs to support the launch, adoption, and ongoing engagement of Leaders Club initiatives, benefits, and enhancements.
- Manage multichannel campaign execution, ensuring timely delivery, brand consistency, and attention to detail.
- Execute customer journeys, contact strategies, and personalized communications in Salesforce Marketing Cloud, leveraging audience segmentation, business rules, and personalization strategies.
- Use AI tools, brand voice, and customer insights to craft compelling, customer-centric copy that drives engagement.
- Partner with Digital, Campaigns & Promotions, Brand & Communications, and Content & Creative Studio to implement lifecycle campaigns, personalization initiatives, and integrated traveler experiences.
- Monitor and analyze customer behavior, lifecycle marketing performance, and campaign effectiveness to identify intelligence gaps and opportunities to improve engagement, conversion, loyalty, retention, and commercial outcomes.
- Support testing, experimentation, and optimization initiatives to continuously improve customer journeys, personalization, and lifecycle marketing programs.
- Collaborate with the Head of Lifecycle Marketing to translate customer insights and performance data into actionable improvements.
- Foster strong cross-functional partnerships to align lifecycle marketing initiatives with commercial priorities and drive improvements in marketing effectiveness, customer experience, and business performance.
Benefits
- 22 days of Paid Time Off (PTO)
- 11 paid holidays, including birthdays as a floating holiday
- Medical coverage available within the first month
- Health Savings Account (HSA) with Company contribution
- 401(k) company match up to 4% of salary
- Up to $500 for home office setup credit
- Up to $500 travel credit that supports and encourages our employees’ passion for travel
- Unlimited access to financial advisors
- Collaborative and inclusive work environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
