Product Manager, CRM

Responsibilities

• Own the CRM agile team’s backlog end-to-end — triaging intake from Marketing and Product, shaping requests into clear PRDs, and sequencing work to deliver against the team’s primary KPI (bookings).
• Plan and lead agile ceremonies (refinement, sprint planning, reviews, retrospectives), ensuring the team operates with clear priorities, realistic commitments, and consistent delivery.
• Oversee design, development, and experimentation pipelines for CRM initiatives — from early discovery through implementation, QA, launch, and iteration.
• Build and evolve CRM capabilities in MoEngage (and related systems), including triggers, journeys, segmentation, and personalization across email, push, in-app, and messenger channels.
• Design and ship transactional and triggered communication (e.g., price alerts, cross-sell, lifecycle journeys) that align closely with user intent and KAYAK’s retention strategy.
• Define and run A/B and holdout tests to validate ideas, measure impact, and feed learning back into the roadmap.
• Analyze performance using SQL, dashboards, and MoEngage reporting to identify opportunities, monitor guardrail metrics (unsubscribe, CTR, Revenue/1K sends), and make data-informed decisions.
• Partner closely with lifecycle marketing, commercial, data science, engineering, and design to align on goals, scope cross‑functional work, and manage trade‑offs.
• Help shape KAYAK’s CRM strategy for both B2C and select B2B use cases, with a primary focus on consumer retention and lifecycle engagement.
• Ensure all CRM work complies with privacy, consent, and deliverability standards (e.g., GDPR, CAN‑SPAM), and contribute to platform health and governance as MoEngage evolves.

• 3+ years of Product management experience with direct exposure to CRM, lifecycle, retention, or growth products in a B2C or e‑commerce environment.
• Hands‑on familiarity with modern CRM / customer engagement platforms — experience with MoEngage is a strong plus;
  Braze, Iterable, Salesforce Marketing Cloud or similar tools are also relevant.
• Solid understanding of CRM strategy, including transactional communication, segmentation, and retention tactics, and how to translate these into product capabilities.
• Experience working with omni‑channel communication (email, push, in‑app, messengers) and designing cohesive journeys across channels.
• Experience working with data, writing basic SQL, and using A/B testing and experimentation to guide decisions.
• Proven experience working in an agile environment: backlog management, sprint planning, and leading a cross‑functional team through delivery.
• Clear written and verbal communication skills, with the ability to write concise PRDs and keep engineering, design, marketing, and leadership aligned.
• Comfort collaborating with engineers on technical topics such as event tracking, APIs, and data flows, even if you’re not writing code yourself.
• Genuine interest in the travel domain and empathy for traveler needs; prior experience in travel, metasearch, or high‑volume consumer marketplaces is a plus.

Demonstrates expertise in CRM strategy and product management, with a strong focus on lifecycle engagement and retention tactics. Proficient in managing agile processes, A/B testing, and utilizing data analysis to inform decision‑making.