Head of CRM / Loyalty (m/f/d)

About numa

It s time to fight against the same-same service. The cookie-cutter corridors. The lifeless lobbies. We re in pursuit of something better. At numa, we re bringing some soul to travel. Whether you re on a weekend trip or looking to work from anywhere, we ve got you covered. Our apartments are located in the most exciting neighbourhoods and cities, with an emphasis on consistent quality, and inspiring design. We re developing innovative technologies to disrupt the traditional hospitality industry while striking a new balance between local heritage and tourism where everyone wins.

numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognized, appreciated, respected and responded to in ways that fully develop and utilise each person s talents and strengths.

Your mission

We're looking for a talented Head of CRM to build our community of loyal numa fans. In this role you will:

• Own the retention strategy and results per target guest segment
• Launch our next-gen travel loyalty program
• Grow our loyal numa fanbase through loyalty incentives, email marketing, social media, and other initiatives

Objectives / Responsibilities

• Take over full KPI responsibility for:
  1. Increasing our 2nd time booker retention (absolute, % of revenue)
  2. Conversion to numa direct guests (i.e. from OTAs / indirect channels)
  3. Loyalty membership metrics (signups, LTV, NPS / referral rate, )
  4. Increasing stay frequency
  5. Average Guest Lifetime Value
• Define high value guest segments and evaluate the potential of those for our retention strategy (corporate, leisure / business travel, age segments, country of origin)
• CRM: Own our email campaign, on page campaigning and referral strategy to drive additional retention revenue
• Double our retention revenue share
• Within the next 24 months, achieve a direct share of 70%+ for 2nd time bookers
• Introduce new ways of how we can increase frequency for our target group
• Collaborate with our performance marketing and revenue teams to double our direct share (website and corporate bookings) within the next 24 months
• Build a retention strategy on how to better manage seasonality across our various demand generation channels
• Together with our product and tech team launch a next-generation travel loyalty program
• Build a high performance CRM team within 24 months, measured by execution performance & satisfaction level of teams/C-level with CRM

Your profile

• Extreme Ownership: Shares our mindset to feel responsible for your contribution to the mission, for your team, decision making and a positive culture of mistake handling
• Analytical skills: Able to structure and process qualitative and quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.
• Attention to detail: Does not let important details slip through the cracks or derail a project.
• Communication Skills: Strong verbal and written communication skills. Ability to communicate clearly and in a structured manner. Feels comfortable communicating with others
• Efficiency: Ability to produce significant output with minimal wasted effort. Focuses on key priorities.
• High standards: Expects personal performance and team performance to be nothing short of the best.

Why us?

• Work in an environment where you, your work and ideas matter and have an impact
• We re a hyper-growth Tech startup, backed up by leading VCs, taking off in Europe!
• Geographic flexibility
• DRV Card (Travel Industry Card)
• Work from Home equipment
• Learning and development opportunities (workshops)
• Gympass subscription (free gym & wellness)
• Family-friendly workplace
• Team-Bonding events
• Build your own success story together with us