Hostelworld Group, the global hostel-focussed online booking platform, inspires adventurous minds to meet the world and come back with life-changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations – all in the palm of their hand.
It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17,800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.
Founded in 1999 and headquartered in Dublin, Hostelworld has a growing, high-calibre team of 230 people within Technology, Product, Global Markets, HR, Finance & Legal and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext. You can read more about our story here .
LOCATION This role is based in Portugal. We have an office hub in Porto available for those who prefer a hybrid model where you can spend time with colleagues in-person. You will need to be able to commute to our office hub as required from time to time.
WHO YOU'LL WORK WITH We have a matrixed structure here at Hostelworld; with Growth teams comprising of people across Technology, Product, Marketing and Analytics & Insights (A&I) – all working towards one common goal with aligned objectives.
This role sits in the Mobile Analytics Team reporting to the Head of Growth Analytics. We are seeking a CRM Analyst to play a crucial role in enhancing our customer relationships through data-driven insights. You will be instrumental in analysing customer behaviours, segmenting audiences, and optimising our marketing efforts to improve customer engagement and retention. This role is ideal for someone who is passionate about leveraging data to drive business decisions and enhance the customer journey in the travel sector. You will be working with best in class technology and working within a wider motivated team of data analysts, engineers and scientists.
Front End Tracking: Google Analytics
Data Storage: GCP & Snowflake
Data Visualisation and Usage: Tableau, Snowflake, Vertex AI
Orchestration: Airflow
Transformation: DBT
WHAT YOU'LL DO Develop and maintain segments for personalised marketing campaigns based on customer behaviour, demographic data, and booking patterns.
Analyse CRM data to provide actionable insights on customer lifecycle, loyalty, and retention.
Collaborate with the mobile team to design, test, and optimize campaigns across multiple channels.
Monitor and report on the performance of CRM initiatives, providing regular updates to senior management on their impact on revenue and customer engagement.
Manage the integration of new data sources into the CRM system to ensure a holistic view of the customer.
Utilise advanced analytical techniques to predict customer behaviours and identify opportunities for growth and improvement.
WHAT WE'RE LOOKING FOR Bachelor's degree in Marketing, Business, Statistics, or a related field.
2+ years of experience in CRM analytics or a related field, preferably in the travel or tech industry.
Strong analytical skills with experience in SQL, Excel, and CRM software (e.g., Salesforce, HubSpot).
Experience with data visualization tools such as Tableau or Power BI.
Knowledge of statistical modeling and data mining techniques is a plus.
Excellent communication and interpersonal skills, with the ability to translate complex data into actionable insights.
Proactive, detail-oriented, and capable of handling multiple projects simultaneously in a fast-paced environment.
Knowledge of agile project management and familiarity with working alongside engineering teams to prioritize product enhancements.
WHAT WE OFFER Competitive salary & benefits
Enhanced annual leave plus 3 Wellbeing Days per year
Paid family leave (maternity, paternity, surrogacy & adoption)
Agile working (plus a Working from Abroad Policy!)
Support for your ongoing growth & development
Inclusive people policies (sickness, menopause, compassionate and fertility leave)
A chance to give back to your local community with 5 paid volunteering days
OUR BEHAVIOURS
Grow others - We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.
Master it - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for 'the why,' and wherever possible, we use data to find the best solution.
Collaborate - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.
Adapt - We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we're never afraid to pivot.
Deliver - Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.
We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you don't meet them all, please consider applying if you think you can still perform the role as described.
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