We're hiring:
(Senior) Digital & CRM Manager (m/f/d)
Full-time at VIVA Cruises in Düsseldorf
About VIVA Cruises
VIVA Cruises stands for modern river cruises, extraordinary travel experiences, and an innovative all-inclusive concept. With a modern fleet, an international mix of guests, and a clear focus on quality, design, and lifestyle, we are shaping the future of European river cruising.
With VIVA Boutique, we’ve expanded our portfolio to include an exclusive product line that combines the experience of a boutique hotel with the diversity of European river cruises. The focus is on individual design, spacious suites, first-class cuisine, and carefully curated experiences.
From our headquarters in Düsseldorf, we develop and market our cruises on Europe’s most beautiful rivers and are continuously growing in international markets.
To strengthen our marketing team, we are seeking a (Senior) Digital & CRM Manager (m/f/d) who will actively help shape our digital strategy, strengthen our customer relationships through intelligent use of data, and further develop the digital customer journey across all relevant touchpoints.
Do you think strategically, work in a data-driven way, and enjoy turning ideas into concrete actions? Then you’ve come to the right place
Please send us your application, including your earliest possible start date and salary expectations to jobs@viva-cruises.com.
Your responsibilities:
Digital Strategy & Customer Experience
- Developing and implementing a holistic digital and CRM strategy for VIVA Cruises and VIVA Boutique in our international markets.
- Strategic development of our websites and digital touchpoints with a focus on user experience (UX), conversion rate optimization (CRO), and online booking processes.
- Analyzing and optimizing the digital customer journey—from initial inspiration through booking to long-term customer loyalty.
- Identifying new digital opportunities to increase reach, qualified leads, online bookings, and customer loyalty.
CRM & Customer Intelligence
- Strategic development of our CRM approach with a focus on customer retention, repeat bookings, and customer lifetime value.
- Development and implementation of data-driven customer segmentation based on booking behavior, travel preferences, source markets, and other relevant characteristics.
- Creation and continuous refinement of buyer personas and customer journey maps.
- Analysis of customer data and identification of relevant target groups, behavioral patterns, and cross-selling and upselling opportunities.
- Development of personalized communication strategies for different customer segments, markets, and our two product lines.
Marketing Automation & Personalization
- Design and further development of automated, personalized communication pathways throughout the entire customer lifecycle.
- Development of data-driven initiatives for lead nurturing, pre- and post-cruise communication, customer reactivation, and repeat bookings.
- Close collaboration with the marketing team on the implementation of target-group-specific CRM and email marketing campaigns.
- Identifying and implementing new opportunities for personalizing and automating customer communications.
Digital Analytics & Performance
- Further development of a holistic tracking and analytics concept across our digital touchpoints.
- Analysis of relevant data from the website, booking system, CRM, and other digital platforms, taking into account applicable data protection requirements.
- Defining, monitoring, and refining relevant KPIs, particularly conversion rate, customer lifetime value, repeat booking rate, and customer engagement.
- Creating reports and dashboards and deriving concrete recommendations for action to continuously optimize performance.
- Collaboration with internal and external partners to improve data quality, tracking, and system integrations.
Digital Project & Stakeholder Management
- Strategic and operational support for digital projects, such as those related to the website, booking flow, CRM, marketing automation, and digital customer services.
- Coordinating external agencies, developers, and technology partners, as well as working closely with Marketing, Sales, Product, and IT.
- Translating business requirements into concrete digital concepts and measures.
- Monitoring digital trends and evaluating new technologies, particularly in the areas of AI, automation, and data-driven marketing.
Your Profile
- A degree in digital marketing, business administration, business informatics, media management, or a comparable qualification.
- Several years of professional experience in digital marketing, CRM, e-commerce, or digital experience management, ideally in the tourism, hospitality, or an international B2C company.
- In-depth knowledge of CRM strategy, customer segmentation, customer journey mapping, and marketing automation.
- Experience in developing and implementing data-driven marketing and personalization strategies.
- A good understanding of website management, UX, conversion optimization, and digital booking processes.
- Experience with web analytics and tracking tools such as Google Analytics 4 and Google Tag Manager, as well as common CRM and marketing automation platforms.
- Strong analytical and strategic thinking skills, as well as the ability to translate complex data into concrete actions.
- Experience managing digital projects and collaborating with interdisciplinary teams and external service providers.
- Self-motivation, a hands-on approach, and a passion for guiding projects from concept to implementation.
- Excellent written and spoken German and English skills.
- Enthusiasm for digital innovations, international markets, and the travel industry.
For the senior position, we also expect extensive experience in the independent development of digital and CRM-related strategies, as well as experience leading complex, cross-functional projects.
Here’s what we offer you:
- A position of responsibility with plenty of creative freedom and the opportunity to actively shape our digital future.
- Exciting strategic and operational projects with a direct impact on business development.
- An international work environment in a dynamically growing company.
- Short decision-making paths, flat hierarchies, and room for your own ideas.
- A motivated team with a passion for travel, innovation, and exceptional customer experiences.
- A modern workplace at our headquarters in Düsseldorf
You can find more information about our company on our website www.viva-cruises.com