Product Manager, CRM

About the role

KAYAK, part of Booking Holdings (NASDAQ: BKNG), is seeking a Product Manager, CRM to join our dedicated agile team. This role requires working from our Cambridge, MA office 3 days per week.

Responsibilities

• Owning the CRM agile team’s backlog end-to-end
• Translating real user intent into timely, relevant omni-channel communication
• Using data to prove what works
• Managing the design, development, and experimentation pipelines for CRM initiatives
• Designing and shipping transactional and triggered communication that aligns closely with user intent and KAYAK’s retention strategy
• Running A/B and holdout tests to validate ideas, measure impact, and feed learning back into the roadmap
• Analyzing performance using SQL, dashboards, and MoEngage reporting to identify opportunities, monitor guardrail metrics, and make data-informed decisions
• Partnering with lifecycle marketing, commercial, data science, engineering, and design to align on goals, scope cross-functional work, and manage trade-offs
• Helping shape KAYAK’s CRM strategy for both B2C and select B2B use cases, with a primary focus on consumer retention and lifecycle engagement
• Safeguarding all CRM work to comply with privacy, consent, and deliverability standards (e.g., GDPR, CAN-SPAM)

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, especially MoEngage
• Strong understanding of CRM strategy, including transactional communication, segmentation, and retention tactics
• Experience working with omni-channel communication (email, push, in-app, messengers) and designing cohesive journeys across channels
• Experience working with data, writing basic SQL, and using A/B testing and experimentation to guide decisions
• Proven experience working in an agile environment: backlog management, sprint planning, and leading a cross-functional team through delivery
• Clear written and verbal communication skills, with the ability to write concise PRDs and keep engineering, design, marketing, and leadership aligned
• Comfort collaborating with engineers on technical topics such as event tracking, APIs, and data flows

Qualifications

• Genuine interest in the travel domain and empathy for traveler needs; prior experience in travel, metasearch, or high-volume consumer marketplaces is a plus

Skills

• Ability to work in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to HeadSpace
• Company-wide week off a year – the whole team fully recharges (and returns without a pile-up of work!)
• No meeting Fridays
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Competitive retirement and health plans
• Free lunch 2 days per week
• Fun quarterly events such as boat trips, arcades, ski trips, Thursday happy hours, and more