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

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

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

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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

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

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

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

Push Notifications

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

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

Paid Ads Integration & Remarketing

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

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

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

Data Tracking & CRM Integrity

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

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

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

Testing, Optimization & Reporting

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

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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

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

Requirements

Mindset & Personality

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

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

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

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

Skills & Experience

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CRM management experience, with strong preference for HubSpot

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

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

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

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

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

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

Bonus Points

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Fluency in Spanish and/or Portuguese

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

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Familiarity with SQL or BI tools for deeper data analysis

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