Digital Marketing Specialist

Overview

Digital Customer Experience Specialist

Department : Digital Customer Experience

The Digital Customer Experience Specialist is the owner of the campaign merchandising strategy for the Grand Circle Travel and Overseas Adventure Travel websites. You’ll work closely with Brand Marketing, Creative and the rest of the Customer Experience team to bring promotional experiences, seasonal stories and product assortments to life online. This role directly supports merchandise and business strategies through content setup and optimization, personalization, experimentation, and omni-channel continuity. Success depends on close collaboration with Brand, Creative, Digital Platform, Regional, and Customer Service teams to ensure that digital storytelling, trip content accuracy, and business strategies are executed flawlessly and consistently across channels.

Responsibilities

• Work alongside Director, Digital Customer Experience to launch campaign merchandising strategies on site including but not limited to promotions, product launches, campaigns, etc.
• Manage the end-to-end campaign asset execution within Optimizely CMS, including content build, QA and launch.
• Ensure navigation, search results, and offers remain accurate and consistent, targeting a
• Optimize cross-channel continuity (email, social, app), with a goal of +10% traffic lift on linked content.
• Support the build and roll out of UX improvement roadmap to optimize the customer experience across all site touchpoints.
• Support the development and execution of the site A / B testing roadmap, including test setup, QA, and analysis to drive data-informed improvements across campaigns and customer journeys.
• Manage and close tickets within SLA (95%+ closed on time).
• Partner with Brand, Creative, and Regions to launch marketing campaigns; ensure 100% of launches have engagement optimized digital assets.
• Analyze site metrics, sales data, and customer feedback; deliver regular reports with at least 2 actionable improvements per month implemented.
• Track competitor offerings, content, and digital experience strategies to inform our initiatives and maintain a differentiated traveler experience.
• Recap weekly insights and contribute to monthly / seasonal hindsight reviews; track impact of initiatives, tying changes to measurable KPIs (CSAT, NPS, site conversion).

Qualifications

Seniorit y level

Employment type

Job function

In addition, this role supports the overall candidacy to engage in the Grand Circle Corporation hiring ecosystem.

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