Product Manager, CRM

KAYAK; Cambridge; On-site; GBP 96,970 - 111,889; Full time

Benefits offered by this job

Travel Discounts

Mental health support

Parental leave

Flexible vacation

Volunteer time

Leadership development

On‑demand e‑learnings

Lunch benefits

Job summary

KAYAK is seeking a Product Manager, CRM to own CRM products and platforms that engage millions of travelers. You will manage the CRM agile team's backlog, plan sprints, and oversee delivery across design, development, and experimentation.

You’ll translate user intent into timely, relevant omni‑channel communications, using data to prove what works, and collaborating with marketing, data science, and engineering to drive retention and growth.

Qualifications

• 3+ years of Product management experience with direct exposure to CRM, lifecycle, retention, or growth in B2C/e‑commerce.
• Experience with omni‑channel communication (email, push, in‑app, messengers) and cohesive journeys.
• Experience writing PRDs and leading a cross‑functional delivery team.
• Familiarity with data, SQL, A/B testing, and experimentation to guide decisions.
• Strong collaboration with engineering, design, marketing, and leadership.

Responsibilities

• Own the CRM agile team’s backlog end‑to‑end and prioritize work to improve bookings.
• Lead agile ceremonies and ensure clear priorities and predictable delivery.
• Oversee CRM pipelines—from discovery to launch and iteration.
• Build and evolve CRM capabilities in MoEngage and related systems.
• Design transactional and triggered communications aligned with user intent and retention.
• Define tests (A/B/holdout) and measure impact to inform roadmap.
• Analyze performance with SQL, dashboards, and MoEngage reporting to spot opportunities.
• Collaborate with lifecycle marketing, data science, engineering, and design to align goals.

Skills

CRM experience

Backlog management

Agile/Scrum

SQL basics

Data-driven decisions

Cross-functional collaboration

Tools

MoEngage

Braze

Iterable

Salesforce Marketing Cloud

Job description

Product Manager, CRM (Cambridge/Concord)

KAYAK, part of Booking Holdings (NASDAQ: BKNG), is a leading travel search engine. With billions of queries across our platforms, we help people find their perfect flight, stay, rental car and vacation package. We’re also transforming business travel with a new corporate travel solution, KAYAK for Business.

As an employee of KAYAK, you will be part of a travel company that operates a portfolio of global metasearch brands including momondo, Cheapflights and HotelsCombined, among others. From start-up to industry leader, innovation is in our DNA and every employee has an opportunity to make their mark. Our focus is on building the best travel search engine to make it easier for everyone to experience the world.

As a Product Manager, CRM, you will own the products and platforms that shape how we talk to millions of travelers around the globe. Sitting in our dedicated CRM agile team, you will manage the team’s backlog, plan and run sprints, and oversee delivery across design, development, and experimentation. You’ll translate real user intent into timely, relevant omni‑channel communication and use data to prove what works!

This role is required to work from our Cambridge, MA office 3 days per week.

In this role you will:

• Own the CRM agile team’s backlog end‑to‑end — triaging intake from Marketing and Product, shaping requests into clear PRDs, and sequencing work to deliver against the team’s primary KPI (bookings).
• Plan and lead agile ceremonies (refinement, sprint planning, reviews, retrospectives), ensuring the team operates with clear priorities, realistic commitments, and consistent delivery.
• Oversee design, development, and experimentation pipelines for CRM initiatives — from early discovery through implementation, QA, launch, and iteration.
• Build and evolve CRM capabilities in MoEngage (and related systems), including triggers, journeys, segmentation, and personalization across email, push, in‑app, and messenger channels.
• Design and ship transactional and triggered communication (e.g., price alerts, cross‑sell, lifecycle journeys) that align closely with user intent and KAYAK’s retention strategy.
• Define and run A/B and holdout tests to validate ideas, measure impact, and feed learning back into the roadmap.
• Analyze performance using SQL, dashboards, and MoEngage reporting to identify opportunities, monitor guardrail metrics (unsubscribe, CTR, Revenue/1K sends), and make data‑informed decisions.
• Partner closely with lifecycle marketing, commercial, data science, engineering, and design to align on goals, scope cross‑functional work, and manage trade‑offs.
• Help shape KAYAK’s CRM strategy for both B2C and select B2B use cases, with a primary focus on consumer retention and lifecycle engagement.
• Ensure all CRM work complies with privacy, consent, and deliverability standards (e.g., GDPR, CAN‑SPAM), and contribute to platform health and governance as MoEngage evolves.

Please apply if you have:

• 3+ years of Product management experience with direct exposure to CRM, lifecycle, retention, or growth products in a B2C or e‑commerce environment.
• Hands‑on familiarity with modern CRM / customer engagement platforms — experience with MoEngage is a strong plus; Braze, Iterable, Salesforce Marketing Cloud or similar tools are also relevant.
• Solid understanding of CRM strategy, including transactional communication, segmentation, and retention tactics, and how to translate these into product capabilities.
• Experience working with omni‑channel communication (email, push, in‑app, messengers) and designing cohesive journeys across channels.
• Experience working with data, writing basic SQL, and using A/B testing and experimentation to guide decisions.
• Proven experience working in an agile environment: backlog management, sprint planning, and leading a cross‑functional team through delivery.
• Clear written and verbal communication skills, with the ability to write concise PRDs and keep engineering, design, marketing, and leadership aligned.
• Comfort collaborating with engineers on technical topics such as event tracking, APIs, and data flows, even if you’re not writing code yourself.
• Genuine interest in the travel domain and empathy for traveler needs; prior experience in travel, metasearch, or high‑volume consumer marketplaces is a plus.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well‑being:
  • Company‑paid therapy sessions through SpringHealth
  • Company‑paid subscription to HeadSpace
  • Company‑wide week off a year – the whole team fully recharges (and returns without a pile‑up of work!)
  • No meeting Fridays
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth:
  • Development Dollars
  • Leadership development
  • Access to thousands of on‑demand e‑learnings
• Travel Discounts
• Employee Resource Groups
• Competitive retirement and health plans
• Free lunch 2 days per week
• Fun quarterly events such as boat trips, arcades, ski trips, Thursday happy hours, and more

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this Massachusetts‑based role is $130,000 - 150,000.00, not inclusive of annual bonus and recurring RSU grants.

We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave benefits.

Inclusion

At KAYAK, we want everyone to have the space to grow, share ideas and do great work. That’s why we’re focused on hiring the best talent from all walks of life and experiences, supporting them well and making sure no one feels like they have to fit a mold to belong here.

Need any adjustments for the interview, application or on the job? No problem – just give us a heads‑up. We’ve got you.