Senior Customer Relationship Management Specialist

Title: Senior CRM Specialist

Location: Athens Attica GR

Workplace: Hybrid remote

Job Description:

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, personalised, 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 personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers 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 travellers every year.


 

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

The Team

We are a group of vibrant, diverse people who love travelling 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.

Responsibilities

Loyalty Program & Customer Engagement Support

• 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.


 

Customer Behavior Insights & Journey Design

• 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.


 

Incentives Strategy & Efficiency

• 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 lifecycle segments.


• Support in campaign-level budget allocation to ensure CRM initiatives align with engagement targets and deliver efficient, measurable impact.


 

Automations for Growth & Performance Reporting

• Contribute to the creation and refinement of event-based automations, lifecycle triggers, and CRM logic in collaboration with the Product and CRM teams.


• Bring a mobile-first approach to CRM design and ensure automations align with traveler needs across devices and channels.


• Produce clear, insightful reporting on user-level performance, incentive-level ROI, campaign impact, and overall CRM contribution to B2C growth.


• Ensure data accuracy and integration quality across the CRM stack, supporting Product on event reviews and data flow validation.


 

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.


• Excellent written and verbal communication skills in English. Any other language skills will be considered a plus.


• 4+ years of experience in CRM, retention, loyalty, or lifecycle-focused roles; preferably in travel, mobility, or consumer digital businesses.


• Strong analytical background with expertise in spreadsheets and data visualization tools (Tableau, Looker studio, Power BI, etc.)


• CRM platform experience, including familiarity with Liquid for personalization (Braze, Hubspot or other)


• Understanding of API-based integrations, event-based CRM logic, customer attributes, and mobile lifecycle messaging.


• SQL and HTML familiarity are a plus.


• Creative thinker with the ability to propose ideas, conceptualize journeys, and support strategic planning with data-driven insights.


 

Benefits

• Vibrant and fresh work environment


• Flexible work-from-home policy


• The tools you need to perform your daily tasks successfully


• L&D personal budget


• +4 extra PTO days annually


• The unique opportunity to join “the next big thing” at ground leve