Job Location: This role is a hybrid position based out of either our London or Oxford office.
What You’ll Do
Bókun is seeking a highly skilled, hands-on Principal Customer & Community Marketing Specialist to join our growth team. Reporting to the Senior Growth Marketing Manager, you will be the recognised expert and driver of our customer success, engagement, and referral strategies.
Key Responsibilities
* Build & Execute the Community Strategy: develop, launch, and manage spaces where tour and attraction businesses can learn and network, including educational programs, webinars, newsletters, and social content.
* Drive Community Initiatives: directly manage and execute community-building efforts, content, and engagement strategies for the whole supplier community.
* Drive the Referral Program: collaborate directly with the PMM to enhance brand/product affinity and build scalable campaigns that drive a significant increase in customer referrals.
* Own Customer Communication Channels: lead initiatives and campaigns through platforms like Intercom and ActiveCampaign to drive consistent operator engagement.
* Scale Reactivation Campaigns using quantitative and qualitative data research to understand root causes of suppliers who don’t upgrade from Free plans.
* Brand Engagement & Social Media Champion: develop and implement a hands-on brand engagement strategy and content plan for our community channels to increase reach, engagement, and ultimately drive qualified leads.
* Cross-Functional Collaboration & Mentorship: collaborate with Content, Partnerships, and Sales to integrate community initiatives into broader growth campaigns while mentoring junior team members.
The Ideal Candidate
* Minimum 4 years of experience in community/customer marketing or a related field.
* Proven track record of building and nurturing online communities.
* Strong practical experience managing and executing campaigns through customer communication platforms such as Intercom and ActiveCampaign.
* Possesses AI native thinking to innovate and optimise how we interact with and empower our operator community.
* Analyses trends and proposes data-driven solutions, continuously improving recurring engagement activities.
* Comfortable speaking in-person and online to large audiences.
* Excellent project management and organisational skills, with the ability to seamlessly balance responsibilities.
* Ability to prioritise tasks and adjust strategies based on community feedback and needs.
* Comfortable sharing complex insights with senior stakeholders and mentoring junior colleagues.
* Proactively identifies challenges, improves processes, and challenges the status quo.
* A keen interest and passion for travel, technology, and empowering tour and activity operators.
What We Offer
* Competitive compensation packages (base salary and annual bonuses).
* Work your way with flexibility—remote-friendly approach with the option to join on-site.
* Flexible schedule and work-life balance.
* Donation matching for qualifying charitable donations annually.
* Tuition assistance for qualified programs.
* Lifestyle benefit available annually.
* Travel perks and discounts.
* Employee assistance program.
* Health benefits with competitive premiums.
* Generous referral scheme rewarding successful referrals.
Accessibility Statement
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or recruiting process, please reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
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