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