Principle Customer & Community Marketing Specialist – Bókun in London

Bókun, a subsidiary of Tripadvisor, are seeking a highly skilled, hands-on Principal Customer & Community Marketing Specialist to join their growth team. Reporting to the Senior Growth Marketing Manager, the right candidate will be the recognised expert and driver of their customer success, engagement, and referral strategies.

The candidate will execute day-to-day community programs while simultaneously designing the long-term, scalable frameworks. As a unique cross-brand initiative, the candidate will lead community building and engagement across the whole supplier community working closely alongside a team of specialists in Content Marketing, Partnerships, Product Marketing, and Growth Marketing.

• Build & Execute the Community Strategy: You’ll develop, launch, and manage spaces where tour and attraction businesses can learn and network. This includes getting hands‑on with designing and executing educational programs, webinars, newsletters, and social content for the global network of experience operators.
• Drive Community Initiatives: You will directly manage and execute community‑building efforts, content, and engagement strategies for the whole supplier community, sharing best practices across the entire Experience operator industry.
• Drive the Referral Program: You’ll collaborate directly with the PMM to enhance brand/product affinity and build scalable campaigns that drive a significant increase in customer referrals.
• Own Customer Communication Channels: Take ownership of primary customer communication channels, specifically leading initiatives and campaigns through platforms like Intercom and ActiveCampaign to drive consistent operator engagement.
• Scaling Reactivation Campaigns: You will use quantitative and qualitative data research to understand root causes of suppliers who don’t upgrade from Free plans, building highly efficient, scalable frameworks for customer reactivation and retention in the process.
• Brand Engagement & Social Media Champion: You will actively develop and implement a hands‑on brand engagement strategy and content plan for the community channels to increase reach, engagement, and ultimately drive qualified leads.
• Cross‑Functional Collaboration & Mentorship: You’ll collaborate seamlessly with Content, Partnerships, and Sales to integrate community initiatives into broader growth campaigns. As a Principal IC, you will act as a role model, proactively offering guidance, insights, and mentorship to junior team members.

A minimum of 4 years of experience in community/customer marketing or a related field. Proven track record of building and nurturing online communities. Strong practical experience managing and executing campaigns through customer communication platforms such as Intercom and ActiveCampaign. Possesses “AI native thinking” to innovate and optimise how they interact with and empower the operator community. You don’t just track basic metrics; you analyse trends to propose data‑driven solutions and continuously improve recurring engagement activities. Comfortable speaking in‑person and online to large audiences. Excellent project management and organisational skills, with the ability to seamlessly balance responsibilities. Can effectively prioritise tasks and adjust strategies based on community feedback and needs. You are comfortable sharing complex insights with senior stakeholders and enjoy mentoring junior colleagues. Proactively identifies challenges, improves processes, and challenges the status quo. A keen interest and passion for travel, technology, and empowering tour and activity operators.