Loyalty & Retention Marketing Specialist at Backroads | San Francisco, CA | $95K/yr – $115K/yr

Backroads

Loyalty & Retention Marketing Specialist

San Francisco, CA (Hybrid)

$95K/yr – $115K/yrMid Level4+ years expFull time

Posted 4 months ago

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Job Summary

Drive the Backroads BEST Club loyalty program and cross-channel communications to boost repeat bookings and referrals.

Must-have: 4+ years in B2C loyalty marketing with CRM experience and Salesforce Marketing Cloud.
Standout: Cross-functional collaboration across Content, CRM, Product, and Guest Services with program ownership from ideation to execution.

Job Description

Responsibilities

Lead the Backroads BEST Club loyalty program, proactively recommending new rewards that resonate with guests and drive repeat bookings and referrals.
Collaborate with Content, Paid Media and Social teams to promote the value and benefits of Best Club across channels.
Collaborate with CRM and Content teams to develop targeted communications that celebrate frequent travelers and re-engage lapsed guests.
Develop reporting to identify unique guest stories and milestone events, ensuring recognition in collaboration with Guest Focus and Leader Development.
Define and report on key loyalty KPIs such as repeat booking rate, guest engagement, referrals, credit/savings on account and other metrics as may be defined.
Design scalable ways to celebrate frequent travelers, both online and offline.
Partner with cross-functional teams including Product, Sales, Guest Services, and Trip Development to ensure seamless post-trip experience that supports rebooking and long-term loyalty.

Requirements

4+ years of experience in B2C or consumer loyalty marketing, CRM, and brand community
Excellent communicator with a track record of cross-functional collaboration
Strong project management and organizational skills; capable of owning programs from ideation to execution
Experience with marketing automation platforms such as Salesforce Marketing Cloud and building personalized journeys
Familiarity with guest segmentation and customer journey mapping
Detail-oriented with the ability to manage complex timelines and deliverables
A guest-first mindset with a passion for relationship marketing
A genuine enthusiasm for travel and understanding what inspires guests to return again and again

Benefits

Comprehensive medical, dental, and vision insurance
401(k) with company match, flex plan, and parental leave
Generous paid time off, 8 paid holidays, and additional time off to go on Backroads trips!
Complimentary trips and trip discounts for employees, and trip discounts for employees’ friends and family!
Outdoor industry discounts and deals
Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work
Wellness programs and regular lunchtime bike rides and yoga

Backroads

3.9 Glassdoor

At Backroads we’re passionate about connecting our guests with so many of the most beautiful places in the world. We use our four plus decades of expertise to create exceptional biking, hiking and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages – including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture. Give us a call or visit our website for more information on the world of Backroads! 800-462-2848

Founded in 1979

Berkeley, California, USA

1.1K employees (51 in marketing)

www.backroads.com

81% recommend to a friend

75% CEO approval