Senior CRM Specialist

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalized, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalized way possible.

Welcome's drivers are experts in the area and share their local know-how to make travelers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars.
• Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target.
• Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month.
• Over 2.5 million happy travelers every year.

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on this link to check our Tik Tok account.⭐️

We are a group of vibrant, diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields.

We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

As a Senior CRM Specialist
, you will support our global B2C retention and engagement efforts by providing analytical insights, journey design expertise, and CRM platform knowledge to strengthen customer loyalty and drive repeat usage across our ground transportation network. Working closely with the Head of CRM, you will help optimize our loyalty program, analyze traveler behaviors, contribute to predictive and segmentation models with BI and Product, improve incentive efficiency, and design high-impact lifecycle flows that elevate the traveler experience.

This role blends data-driven thinking, creativity, and a mobile-first CRM approach to enhance our automation ecosystem and deliver performance reporting that showcases CRM’s contribution to overall B2C growth.

• Support in optimizing our global loyalty program by analyzing traveler enrollment, engagement behavior, program value, and cost efficiency.
• Identify opportunities to increase repeat airport transfers through targeted lifecycle enhancements, loyalty touchpoints, and reactivation triggers.
• Contribute ideas, concepts, and recommendations to strengthen customer retention and reduce churn, based on data and behavioral insights.

• Collaborate with BI and Product teams to analyze customer behavior and contribute to the development or refinement of models such as churn prediction, RFM, next-best-action logic, and personalized recommendations.
• Transform insights into actionable journey concepts and high-level flow designs.
• Apply personalization techniques to ensure communications adapt to traveler profiles, behaviors, and booking patterns.

• Support the evolution of our incentives strategy by analyzing performance, cost structure, and impact on traveler retention and LTV.
• Work with Product and Finance teams to ensure incentive flows are efficient, measurable, and operationally sound.
• Provide insights and recommendations to improve incentive targeting and ensure alignment with business efficiency goals.
• Ensure incentives are properly integrated into automated journeys and…