Product Manager, CRM

Responsibilities

• Own the CRM agile team’s backlog end-to-end, including triaging requests from Marketing and Product and shaping them into clear PRDs.
• Plan and lead agile ceremonies such as refinement, sprint planning, reviews, and retrospectives.
• Oversee the design, development, and experimentation pipelines for CRM initiatives across email, push, in-app, and messenger channels.
• Build and evolve CRM capabilities in MoEngage, including triggers, journeys, segmentation, and personalization.
• Design and ship transactional and triggered communications like price alerts and lifecycle journeys to drive retention.
• Define and run A/B and holdout tests to validate ideas and measure impact against primary KPIs like bookings.
• Analyze performance using SQL and dashboards to identify opportunities and monitor guardrail metrics.
• Partner with lifecycle marketing, data science, engineering, and design to align on goals and manage trade-offs.

Requirements

• 3+ years of Product Management experience with direct exposure to CRM, lifecycle, retention, or growth products in a B2C or e-commerce environment.
• Hands-on familiarity with modern CRM/customer engagement platforms (MoEngage is a strong plus; Braze, Iterable, or Salesforce Marketing Cloud are also relevant).
• Experience working with omni-channel communication and designing cohesive user journeys.
• Proficiency in writing SQL and using A/B testing and experimentation to guide product decisions.
• Proven experience working in an agile environment, including backlog management and leading cross-functional teams.
• Strong written and verbal communication skills for writing PRDs and aligning stakeholders.
• Ability to collaborate with engineers on technical topics such as event tracking, APIs, and data flows.

Benefits

• Hybrid work model with a focus on mental health and well-being (SpringHealth, HeadSpace, and a company-wide recharge week).
• Generous paid vacation, parental leave, and time off for your birthday.
• Career growth support through Development Dollars and leadership training.
• Travel discounts and free lunch two days per week.
• Competitive retirement and health plans.

About the Company

KAYAK, part of Booking Holdings, is a leading travel search engine. We help millions of travelers find the perfect flight, stay, rental car, and vacation package. With a portfolio of global brands including momondo and Cheapflights, we are dedicated to building the best travel search experience through constant innovation.