Worldpackers

• Support the development of creative assets for paid media campaigns across multiple platforms • Adapt creative assets for paid media campaigns • Assist with communication and design initiatives aligned with brand and performance goals • Create visual and written content for digital campaigns and social media • Analyze creative performance data and identify optimization opportunities for paid media campaigns • Collaborate cross-functionally with Paid Media, Social Media, and Communications teams • Support the adaptation and localization of creative materials when needed • Contribute creative ideas and trend insights to improve campaign engagement and performance • Propose creative tests and monitor creative performance

• Design and maintain a B2C lead scoring model in HubSpot to prioritize high-intent leads across a high monthly contact volume • Segment and continuously enrich the CRM database, including deduplication, data hygiene, and contact lifecycle staging • Track and optimize Customer Acquisition Cost (CAC) by source, flagging underperforming channels and surfacing insights to the Marketing and Sales teams • Build and manage lifecycle email workflows covering activation (post-lead), conversion (deposit → program fee), and retention (post-booking through to post-trip) • Own the editorial calendar for newsletters and one-off campaigns, ensuring messaging is on-brand, audience-segmented, and results-oriented • Continuously A/B test subject lines, copy, CTAs, and send-time to improve open rates, click-through rates, and downstream conversion • Build and manage automated push notification flows for key lifecycle moments, including welcome journeys, booking milestones, payment reminders, and community prompts • Sync CRM audience segments with paid ad platforms (Meta and Google) to run remarketing campaigns targeting high-score leads • Ensure all CRM data is accurately tracked from source, including UTM parameters, lead origin, funnel stage, and revenue attribution • Maintain full compliance with GDPR, LGPD, and other applicable data privacy regulations across all channels and automations • Produce weekly and monthly performance reports on key lifecycle metrics such as activation rate, deposit-to-program-fee conversion, cancellation rate, and CAC by source

• Manage WhatsApp communities of 50–1,000+ potential travelers during live 5-day launch campaigns • Reply personally to every new member who introduces themselves • Execute a structured daily launch sequence across multiple simultaneous campaigns • Spark real conversations between community members • Answer traveler questions about pricing, inclusions, destinations, and logistics • Announce new bookings in real time to create momentum and social proof • Keep the trip's sales team informed of group sentiment, key questions, and signals worth acting on • Manage group settings, names, and moderation to maintain a professional environment

• Atendimento & suporte à comunidade • Prestar suporte a anfitriões e viajantes via Hubspot, WhatsApp e Inbox Worldpackers • Auxiliar usuários na resolução de conflitos durante experiências na plataforma, atuando de forma empática, profissional e alinhada às Políticas e Termos de Serviço da Worldpackers • Atuar na resposta de feedbacks e solicitações em canais públicos como Reclame Aqui, Trustpilot, Play Store e App Store • Identificar, diagnosticar e categorizar solicitações de suporte • Priorizar atendimentos de acordo com criticidade e SLA • Registrar feedbacks e informações relevantes no CRM • Coletar insights da comunidade e reportar problemas recorrentes ao time • Compartilhar dados e aprendizados com outras áreas • Auxiliar em ajustes e atualizações de perfis de anfitriões • Reportar falhas técnicas e bugs para o time de tecnologia • Trabalhar em parceria com diferentes áreas para melhorar a experiência dos usuários • Compartilhar conhecimento, aprendizados e boas práticas com o time • Participar de feedbacks e rituais de desenvolvimento contínuo • Buscar evolução constante sobre produto, atendimento e experiência do cliente

• Lead a purpose-driven marketing team at Worldpackers to grow meaningful travel — brand, performance, CRM, and data — guided by AI, inclusion, and impact. • Manage and develop a team of 11–20 people with AI-native workflows. • Report on performance and continuously optimize results. • Drive execution across the full marketing funnel using AI to increase speed and leverage. • Ensure alignment with Product, Sales, Ops, and Finance. • Prioritize initiatives based on impact and resources.

• Provide support to hosts and travelers via HubSpot, WhatsApp, and our platform Inbox • Handle conflict resolution with empathy and professionalism, following platform policies • Log interactions and feedback in HubSpot (CRM) • Collaborate with cross-functional teams to improve the product and user experience

• Monitor and analyze key KPIs (CSAT, NPS, contact rate, SLA, churn) • Identify performance gaps and root causes • Build reports and dashboards to track trends and opportunities • Analyze customer interactions (tickets, chats, feedback) • Identify recurring issues and quantify their impact • Translate qualitative and quantitative data into business insights • Present findings to stakeholders with clear recommendations • Map and optimize customer journeys and support processes • Reduce contact volume through product, process, or automation improvements • Improve efficiency (cost per contact, resolution time, deflection) • Own end-to-end CX improvement projects • Prioritize initiatives based on impact vs effort • Partner with Product, Engineering, and Ops teams to implement changes • Act as a bridge between CX and other teams • Influence product decisions using customer data • Align stakeholders in a fast-paced, ambiguous environment

• Support our Inside Sales engine across three core areas: Lead Engagement, Lead Qualification, and Sales Conversion. • Respond to and engage high-intent travelers across channels like Website (Chatbot), App, Email Marketing, Social Media, and Push Notifications. • Conduct outreach via Email, Phone, and messaging platforms (e.g., WhatsApp). • Qualify travelers based on defined Sales Qualified Lead (SQL) criteria and ensure a smooth journey from first conversation to booking.

• Dashboard management: build, update, and document data visualization dashboards • Reports and alerts management: design, build, document, and update automated reports and alerts • Insights management: conduct analyses and extract insights from data, document findings, and present them to team stakeholders • Data extractions: receive, prioritize, and fulfill requests for database/data extracts • Demand and stakeholder management: act as a bridge with other teams—understand their needs, prioritize requests, translate them into data solutions, and provide visibility on progress • Data project management: propose, estimate, and provide visibility for new data initiatives aimed at creating product/business impact • Contribute to data modeling: clarify requirements and contribute to the modeling and documentation of our data • Continuous improvement: contribute to the team's continuous improvement by evaluating processes, tools, and potential enhancements, and identifying how to increase the team's impact

• Lead and execute a full-funnel marketing strategy, driving customer acquisition, activation, retention, and revenue growth • Oversee paid media, SEO, and organic growth channels, ensuring strong CAC efficiency and marketing ROI • Optimize the end-to-end user journey, improving conversion rates through data-driven insights and experimentation • Design and implement community-led growth programs • Lead and develop a high-performing marketing team across Performance, SEO Content, and Analytics • Build strong alignment between Marketing, Product, Sales, and Operations • Drive CRM and lifecycle strategies • Strengthen brand positioning and product marketing • Implement data governance and performance dashboards • Lead the adoption of AI and marketing innovation