Product Manager, CRM

Jobtailor; Cambridge (MA); On-site; USD 110,000 - 160,000; Full time

Job summary

Kayak is seeking a Product Manager for CRM to own end‑to‑end lifecycle initiatives across multiple channels, driving retention and engagement. You will partner with marketing, data science, engineering, and design to translate requests into concrete product capabilities and measurable KPIs.

Ideal candidates have 3+ years in CRM/product management within B2C or travel tech, with hands‑on experience in MoEngage, Braze or similar platforms, and a strong data‑driven mindset.

Qualifications

• 3+ years of PM experience with CRM or growth focused products in B2C/e‑commerce.
• Hands‑on with modern CRM platforms; MoEngage is a strong plus, others also relevant.
• Strong understanding of transactional and lifecycle messaging strategies.
• Experience designing omni‑channel journeys across email, push, in‑app and messengers.
• Proficient with data, SQL, and using A/B testing to drive decisions.
• Proven agile backlog management in a cross‑functional team.

Responsibilities

• Own the CRM team backlog end‑to‑end; triage intake and translate into PRDs with KPI focus.
• Plan and lead agile ceremonies to maintain clear priorities and reliable delivery.
• Oversee CRM design, development, and experimentation pipelines from discovery to launch.
• Develop and evolve CRM capabilities across MoEngage and related systems.
• Design and ship transactional and triggered communications aligned to retention strategy.
• Define and run A/B tests; feed insights into the roadmap.
• Analyze performance with SQL and MoEngage dashboards; monitor key guardrails.
• Partner with lifecycle marketing, data, engineering, and design to align goals.
• Shape CRM strategy for B2C and select B2B use cases focused on retention.
• Ensure privacy and deliverability standards (GDPR, CAN‑SPAM) and platform health.

Skills

CRM product management

Lifecycle & retention

Agile backlog management

SQL data analysis

A/B testing/experimentation

Cross-functional collaboration

Omni-channel marketing

Tools

MoEngage

Braze

Iterable

Salesforce Marketing Cloud

Job description

Responsibilities

• 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.

Requirements

• 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.

Core Competencies

Demonstrates expertise in CRM strategy and product management, with a strong focus on lifecycle engagement and retention tactics. Proficient in managing agile processes, A/B testing, and utilizing data analysis to inform decision‑making.