Customer Success Executive (Campaigns & Growth)

About the role
Travel demand moves fast — a fare drop, a long weekend, a competitor sale. This role is the engine that turns category intent into live offers: pulling the data, benchmarking prices, configuring the campaign on our tools, calling the customers who dropped off, and making sure Product, Marketing, Finance, and Tech ship on time. You'll own execution end to end, not hand it off.
What you'll do
Data & reporting: Own the category's data requirements — build and maintain trackers, dashboards, and daily/weekly performance views (funnel, conversion, offer uptake, drop-off).
Offer & campaign activation: Configure and launch promotions, coupons, and offer campaigns on internal system tools; QA before go-live; monitor and fix issues post-launch.
Product operations: Partner with the Product team to identify gaps versus competition — feature parity, booking-flow friction, missing filters or payment options — and prioritise them into the roadmap with supporting data.
Price benchmarking: Track price movements across partners and competitors on key routes, destinations, and product types; flag anomalies and recommend pricing or offer responses.
Consumer research: Run surveys, read behavioural data, and synthesise findings into clear "what this means for the category" notes.
Customer calling: Speak to customers who abandoned bookings or churned to understand drop-off reasons; log, categorise, and turn insights into fixes.
Finance & tech cross-functioning: Build offer models and take them through Finance for approval (budget, margin impact, payback); negotiate with the Technology team for bandwidth on ad-hoc requests and keep a prioritised queue so nothing gets lost.
Cross-functional process ownership: Work with Product, Marketing, and external partners/agencies to define campaign activation processes, timelines, and checklists — and hold everyone to them.
Experimentation: Propose and run small tests (offer structures, messaging, timing) and report results with a recommendation.
What we're looking for
3–4 years in business operations, growth ops, category ops, or a similar execution-heavy role — travel, e-commerce, or consumer internet preferred.
Strong Excel/Sheets: pivots, lookups, modelling, cleaning messy exports; comfortable building a tracker from scratch and reading someone else's.
Offer economics: can build a simple offer P&L / margin model — cost of discount, incremental bookings, payback — and defend it to Finance.
Practical data analysis: can go from raw data → insight → one-page recommendation. SQL or a BI tool (Metabase, Looker, Power BI) is a plus.
Hands-on AI skills: uses tools like ChatGPT/Claude/Gemini or AI features in Sheets to speed up analysis, drafting, and research — and knows when to double-check the output.
Clear written communication: documents, process notes, briefs that others can act on.
Comfortable on the phone with customers: curious, not scripted.
Bias to action, high ownership, and calm under weekly campaign deadlines: able to negotiate priorities with teams that don't report to you.
Nice to have
Experience with CRM/marketing automation or promo-management tools (CleverTap, MoEngage, WebEngage, Braze, or in-house equivalents).
Exposure to travel supply (flights, hotels, packages) or OTA operations.
Basic Python or scripting for repetitive data work.

Work arrangement
No