Marketing Operations Specialist - Messaging

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

The Marketing Operations Specialist – Messaging leads the design, execution, and optimization of global CRM campaigns across email, push notifications, and other direct messaging channels (e.g. SMS, WhatsApp). This technical operations role focuses on driving customer engagement, retention, and conversion through advanced use of CRM platforms, segmentation, personalization, and lifecycle management. The ideal candidate pairs hands-on marketing automation expertise with a data-driven, customer-centric approach and excels at collaborating with cross-functional teams to deliver impactful customer experiences at scale.

Key Responsibilities:

• Utilize MarTech tools (e.g., Salesforce Marketing Cloud, Adobe Campaign, Marketo, Braze, HubSpot, etc.) to build, execute, and optimize campaigns.
• Understand and write HTML, CSS, and scripting languages (e.g., AMPscript, JavaScript) for responsive and personalized content.
• Write and optimize SQL queries for audience segmentation, data extraction, and reporting.
• Build and develop emails from scratch, ensuring high-quality, responsive design across devices and email clients.
• Create and manage email and push messaging campaigns, from content development and QA to set-up, deployment, and tracking.
• Perform QA checks on all aspects of campaigns (copy, links, rendering, tracking, and user experience) before launch.
• Execute A/B testing for subject lines, content, and segmentation strategies to optimize engagement.
• Implement advanced segmentation and conditional/dynamic content to deliver personalized customer experiences.
• Monitor key metrics (open rates, CTR, conversion, deliverability, engagement) to identify opportunities for optimization.
• Collaborate with cross-functional teams (Product, Tech, UX/Design, Data Science, Marketing) to design and build impactful campaigns.
• Troubleshoot technical issues related to deployment, rendering, and tracking.
• Stay up to date with digital marketing trends, tools, and technologies, including emerging MarTech and AI capabilities.
• Prepare and present campaign performance reports, summarizing successes, learnings, and opportunities.
• Analyze customer behavior and engagement data to identify lifecycle opportunities and drive retention.

Requirements of Special Knowledge/Skills:

• Strong hands-on experience with marketing automation and CRM platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, Marketo, HubSpot).
• Marketing automation certifications (SFMC, Adobe Campaign, Braze, or equivalent) are a strong plus.
• Proficiency in HTML, CSS, and scripting languages (e.g., AMPscript, JavaScript) to build responsive and dynamic campaigns.
• Ability to write, optimize, and troubleshoot SQL queries for segmentation, targeting, and reporting.
• Experience in tracking and analyzing campaign performance across email and push notifications.
• Knowledge of A/B testing methodologies, with a test-and-learn mindset for campaign optimization.
• Experience developing and deploying emails from scratch, ensuring QA across devices and clients using tools like Litmus.
• Strong understanding of segmentation, personalization, and lifecycle marketing strategies to drive customer engagement and retention.
• Experience troubleshooting technical issues related to email rendering, deliverability, and tracking.
• Excellent project management skills, with the ability to manage multiple campaigns simultaneously.
• Strong communication and collaboration skills to work effectively with cross-functional teams.
• Awareness of emerging marketing technologies, including AI-powered tools, to enhance campaign performance and efficiency.

What We Offer:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave.
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country).
• Industry leading product discounts – up to 1400 per year – for yourself, including automatic Genius Level 3 status and Booking.com wallet credit.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.