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ABOUT AVOYA At Avoya Travel, we're reimagining the way people plan and book vacations. Through our patented platform and business model, we connect travelers with travel experts to bring vacation dreams to life. With specialized brand and destination knowledge paired with exclusive deals and high-tech, high-touch customer service, Avoya is one of the largest and fastest growing travel companies in North America. Our number one goal is to enrich our lives through unique travel experiences. Our team members are united in their enthusiasm for enriching the lives of others, passion for travel and exploration in their own lives, and commitment to achieve remarkable results. Avoya offers employees a comprehensive pay and benefits package, frequent learning and development events, flexible hybrid and remote work opportunities, generous travel incentives, and a work hard, play hard culture. With wellness and work/life balance at the forefront, Avoya Travel will empower you to flourish in the ultra-rewarding travel industry and most importantly HAVE FUN while doing it. Avoya is seeking new talent to join our amazing team and seeks qualified candidates that thrive in innovative, collaborative environments. ABOUT THE OPPORTUNITY Avoya Travel is hiring a full-time Director of Customer Relationship Management. We are seeking a highly strategic and results-driven Director of Customer Relationship Management (CRM) to lead our customer engagement and retention efforts. This role will be responsible for developing and executing CRM strategies to enhance customer loyalty, increase lifetime value, and drive personalized marketing initiatives. The ideal candidate has a deep understanding of customer data, lifecycle marketing, and CRM tools, with a proven track record of optimizing customer experiences through targeted campaigns and automation. ESSENTIAL DUTIES AND RESPONSIBILITES CRM Strategy & Leadership: Develop and implement a comprehensive CRM strategy that aligns business goals, focusing on customer retention, loyalty, and long-term value. Customer Journey Optimization: Lead efforts to map and optimize the customer journey across all touchpoints, ensuring personalized, timely, and relevant communication for every stage of the customer lifecycle. Collaborate with Marketing, Business Intelligence, Sales, Product, and IT teams to design and implement customer journey strategies that support business goals and deliver seamless experiences across touchpoints. Data-Driven Decision Making: Use customer data and analytics to drive insights, define segmentation strategies, and improve CRM campaign performance. Lead initiatives to refine customer data collection and management processes. Campaign Support: Oversee the integration of CRM strategies into the organization's marketing platforms to ensure consistency in messaging and customer experience. Cross-Functional Collaboration: Work closely with Marketing, Sales, and Customer Service teams to create integrated CRM campaigns that support overall business goals and deliver unified customer experience. Collaborate with creative and content teams to ensure the CRM strategy aligns with the brand's messaging and objectives. CRM Platform Management: Oversee the day-to-day operation of proprietary CRM platform to ensure it is optimized for campaign execution, reporting, and customer data management. KPI Monitoring & Reporting: Track key CRM metrics such as customer retention, lifetime value, engagement rates, and overall program Return on Ad Spend. Provide regular reporting and analysis to executive leadership. Define and monitor key CRM metrics such as retention, lifetime value, and engagement, ensuring alignment with overall business objectives. Technology & Innovation: Stay current with emerging CRM trends and technologies. Evaluate new tools and platforms that could enhance CRM strategies. Assist with other tasks and/or special projects as required. REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES A minimum of five (5) years' experience in CRM strategy or customer retention roles, with a strong track record of driving cross-channel engagement and optimizing customer lifetime value. Proven ability to work autonomously and manage multiple strategic initiatives. Expertise in developing and executing CRM strategies that drive customer retention, engagement, and lifetime value across multiple channels. Strong understanding of customer journey mapping, lifecycle marketing, and best practices in CRM. Experience with CRM platforms and marketing automation tools (e.g., Cordial, Salesforce, HubSpot). Strong technical skills with the ability to convert data into actionable insights. Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams. Ability to execute strategic plans while managing day-to-day CRM responsibilities independently. · Employees who work from home ( part-time, full-time, or on occasion) must be able to meet performance standards and department requirements in a productive and professional environment. o This includes the ability to work with little or no distraction(s), consistent internet connectivity, regular and ongoing communication with supervisors(s), reliable childcare and/or eldercare (if applicable), and depending on the role, the ability to discuss and protect all confidential information (company or people related). · Presents a professional and tidy appearance (virtually or in person) while attending calls and/or meetings. PHYSICAL REQUIREMENTS This is primarily a stationary position with prolonged periods of sitting and working from a computer (ability to type, read, review, write, etc.) for a full workday. Professional appearance when attending events or facilitating sessions virtually or in-person. Ability to speak English clearly, in a friendly manner, and at an appropriate tone and volume over the company's provided phone system, Microsoft Teams, or in person. Some travel (5%+) may be needed to attend work events. Avoya Travel offers competitive pay, flexible work schedules (we offer in-office, hybrid, and remote roles), affordable health benefits (medical, dental, vision) and a wide variety of ancillary benefits (pet insurance, life insurance, LTD, accident, and legal coverages, etc.) that full-time employees can begin using the 1st of the month after date of hire (no-30 day wait)! We also offer a 401(k)-retirement plan with employer match and employee discounts on travel. For those hired to work in an in-office or hybrid role, you'll enjoy our beautiful San Marcos “Innovation Center”, a work environment that offers a casual dress code, stand-up desks, complimentary snacks and beverages, employee arcade, and a wellness- relaxation room. Our company values diversity in its workforce and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We use E-Verify, conduct professional references, and conduct criminal background checks and require an Arbitration Agreements as a condition of employment.