CRM & Customer Lifecycle Analyst

At Worldpackers , we believe that travel can transform people - and transformed people can transform the world . ✨

Since 2014, we’ve been building a global community of conscious travelers and welcoming hosts, enabling meaningful connections and thousands of collaborative experiences around the world.

Our purpose is rooted in connection . We exist to foster personal growth, cultural exchange, and a more socially and environmentally sustainable world through travel.

Respect, inclusion, collaboration, and continuous learning guide everything we do. Being part of Worldpackers — as a traveler, host, or team member — means being part of a diverse, global community where different perspectives are valued and discriminatory behavior has no place.

Being part of Worldpackers means working with purpose - helping more people experience transformative journeys through connection.

We’re looking for a CRM & Customer Lifecycle Analyst to join our growth team and help us create smarter, more personalized journeys for our travelers — from the very first interaction to post-trip engagement.

This is a high-impact, high-autonomy role at the heart of our growth engine. You’ll own lifecycle strategies, CRM automations, segmentation, and retention initiatives that turn curious leads into confirmed travelers — and confirmed travelers into loyal community members.

What you’ll do

Lead Scoring & Database Quality

• Design and maintain a B2C lead scoring model in HubSpot to prioritize high-intent leads across a high monthly contact volume

• Segment and continuously enrich the CRM database, including deduplication, data hygiene, and contact lifecycle staging

• Track and optimize Customer Acquisition Cost (CAC) by source, flagging underperforming channels and surfacing insights to the Marketing and Sales teams

Email Marketing — Automations & Newsletters

• Build and manage lifecycle email workflows covering activation (post-lead), conversion (deposit → program fee), and retention (post-booking through to post-trip)

• Own the editorial calendar for newsletters and one-off campaigns, ensuring messaging is on-brand, audience-segmented, and results-oriented

• Continuously A/B test subject lines, copy, CTAs, and send-time to improve open rates, click-through rates, and downstream conversion

Push Notifications

• Build and manage automated push notification flows for key lifecycle moments, including welcome journeys, booking milestones, payment reminders, and community prompts

• Execute one-off push campaigns for time-sensitive announcements, new trip launches, and re-engagement of lapsed contacts

Paid Ads Integration & Remarketing

• Sync CRM audience segments with paid ad platforms (Meta and Google) to run remarketing campaigns targeting high-score leads

• Collaborate with the Performance Marketing Manager to align CRM segments with top-of-funnel paid efforts, reducing CAC and improving ROAS

• Monitor and report on the revenue contribution of remarketing audiences, adjusting segments based on performance data

Data Tracking & CRM Integrity

• Ensure all CRM data is accurately tracked from source, including UTM parameters, lead origin, funnel stage, and revenue attribution

• Partner with the Product and Sales teams to close data gaps and ensure CRM reflects the real-time state of the customer journey

• Maintain full compliance with GDPR, LGPD, and other applicable data privacy regulations across all channels and automations

Testing, Optimization & Reporting

• Own a continuous experimentation roadmap across channels, including subject lines, push copy, segmentation splits, and journey logic

• Produce weekly and monthly performance reports on key lifecycle metrics such as activation rate, deposit-to-program-fee conversion, cancellation rate, and CAC by source

• Translate data into actionable recommendations that directly inform growth, margin, and retention strategy

Requirements

Mindset & Personality

• Hungry and humble — you bring energy and ambition without the ego

• Genuinely passionate about travel and human connection; our mission resonates with you personally

• Proactive by default — you spot problems before they become fires and act without waiting to be asked

• Comfortable with ambiguity and fast iteration in a remote, startup environment

Skills & Experience

• CRM management experience, with strong preference for HubSpot

• Solid grasp of lifecycle marketing principles, including segmentation, lead nurturing, activation, retention, and win-back

• Fluent in English — spotless written and verbal communication is non-negotiable

• Comfortable with campaign analytics: you can pull the numbers, understand what they mean, and know what to do next

• Experience setting up and optimizing email automations, push notification flows, and CRM-integrated ad audiences

• Familiarity with A/B testing methodology and a bias toward evidence-based decisions

• Ability to manage your own priorities and deliverables with high autonomy in a fully remote setting

Bonus Points

• Fluency in Spanish and/or Portuguese

• Experience in a B2C high-volume marketplace or travel/hospitality business

• Familiarity with SQL or BI tools for deeper data analysis

• Background in a mission-driven, purpose-led, or impact-oriented company