About FareHarbor

Founded in Hawaii in 2013 and acquired by Booking.com in 2018, FareHarbor creates powerful tools that help tour and activity operators run their business with ease and efficiency. With thousands of clients and 500+ employees worldwide, we have the fastest growing team in the business, and we’re shaping the future of travel, together.

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 15,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

The Client Engagement Marketing Manager at FareHarbor is responsible for overseeing the success of adoption and retention of FareHarbor clients at scale. FareHarbor provides an industry leading reservation platform and partners with our clients to help them streamline and grow their businesses through opportunities such as third party partnerships, resellers, websites, educational materials and more. Through email marketing, blogs, live and recorded educational presentations, and more, you will ensure clients are aware of the opportunities through FareHarbor, give them the tools to self-service their business, and encourage them to grow throughout their full lifecycle. You and the team will work closely with stakeholders from Account Management, Support, and other Customer Experience teams to identify opportunities for Client Engagement to support clients at scale vs. relying on one-to-one contact when possible. 

As the leader of the team, you will oversee a group of individuals who specialize in a wide variety of client engagement channels. You will set the overall client engagement strategy and work with each channel owner to develop a plan for how you and they support those goals and iterate on those plans for constant improvement.  You will have the existing channels available to help you reach your goals:

• FareHarbor Compass —  our hub of business-boosting resources for tour operators. Compass is a clients only website with 200+ guides geared towards empowering and teaching  clients to grow every aspect of their business through SEO, digital marketing, content strategies, industry insights, and more. 
• FareHarbor Spark — our industry-leading global user conference
• Email Marketing — Ad-hoc and automated campaigns
• Webinars — live and pre-recorded
• Social Media 
• FareHarbor.com - our marketing website
• In-Product notifications

What you’ll do here:

• Manage a team of employees who specialize in different client engagement channels 
• Develop a deep understanding of FareHarbor’s offerings, clients, and business goals
• Own the overall strategy of global client engagement for FareHarbor and work with the team to ensure they are supporting the strategy through their individual channels
• Drive FareHarbor product and services adoption by understanding our clients and how FareHarbor can best partner with them
• Retain clients by engaging them with FareHarbor services, educating them on new relevant product features, and driving them to grow their businesses through our self-service resources 
• Own, collect, organize and analyze campaign data in conjunction with the channel owner
• Measure the impact of every campaign and strive to constantly iterate and improve 
• Conduct A/B tests to drive improvement and guide future campaigns
• Collaborate with Account Management, Support, Growth Operations and other Customer Experience team stakeholders to identify opportunities to engage with clients at scale
• Support sales driving marketing efforts to generate qualified leads
• Collaborate closely with the Creative/Brand Team to define strategy, campaign direction, and ensure tactics are on-brand and on-tone

Requirements:

• 2-3 years SaaS product marketing experience
• 2-3 years management experience 
• Digital marketing experience including email marketing, PPC, SEO, website site management and social media management
• Data collection and analysis experience including Google Analytics, event tracking, Tableau, and A/B testing
• Project management experience

Who you are:

• You have a data-driven mindset to help the team evaluate the impact of all campaigns and support them in identifying the learnings, by constantly conducting A/B experiments 
• You aren’t afraid to dig in, organize and analyze data, drawing conclusions to help guide future decisions
• You have experience building and iterating on email automations with proven success in moving clients from adoption to retention
• You have demonstrated success in retaining clients through scaled programs
• You have experience in tracking performance metrics and providing strategic recommendations for driving business improvements.
• You are capable of focusing on the big picture while understanding how each channel contributes or detracts from overall channel and business goals. 

Benefits 

• Medical, dental + vision coverage
• 23 days of PTO + paid holidays
• 401k + employer matching
• Paid parental leave
• Opportunity to share your ideas and make a difference in a growing company
• Fast-paced, high-energy, and engaging work environment

Salary Range: $68,250-$93,975

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.