Senior Manager, Incentives Strategy and Operations | Viator
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
We are looking for an analytically rigorous, commercially minded, and execution-oriented leader to help shape and scale Tripadvisor’s incentives and loyalty portfolio.
This role will own the strategic and operational governance for how we evaluate, prioritize, and scale incentives across the business. The ideal candidate will be comfortable working across Finance, Product, Data, CRM, Regional, and Marketing teams to turn complex program economics into clear recommendations, scalable processes, and better business decisions.
You will play a critical role in helping the business answer some of its most important growth and profitability questions: Which incentives are truly incremental? Which audiences should we invest in? How do we balance conversion, customer value, margin, and cost discipline? And how do we build the operating model required to scale incentives responsibly across markets, channels, and customer segments?
This is a high-impact role for someone who can build structure from ambiguity, influence stakeholders without direct authority, and translate analysis into strategy, governance, and action. While execution teams will support campaign delivery, this role will be responsible for setting the strategic direction, operating cadence, measurement standards, and investment discipline that enable the incentives portfolio to scale effectively.
Job Location: Hybrid
This role is a hybrid position that requires 2-3 days per week in our London office.
What You’ll Do
Shape the strategy and governance model for incentives and loyalty:
- Develop the strategic framework for how Tripadvisor evaluates, prioritizes, and scales incentive and loyalty initiatives across the business.
- Define the principles and guardrails for when, where, and how incentives should be used, balancing growth, profitability, customer experience, and operational complexity.
- Partner with CRM, Product, Regional, Marketing, Data, and Finance teams to ensure incentive initiatives are aligned to broader business priorities.
- Help move the business from isolated campaigns and tests toward a more structured, scalable, and financially disciplined incentives portfolio.
- Establish clear operating rhythms for reviewing performance, making investment decisions, and prioritizing future opportunities.
Build the financial and analytical backbone for incentives performance:
- Own the framework for evaluating incentive and loyalty program performance, including redemption, incremental bookings, revenue impact, margin impact, customer lifetime value, cost-to-serve, and ROI.
- Partner closely with Finance to build and maintain reliable P&L reporting infrastructure for incentives and loyalty, including spend tracking, forecasting, cost visibility, and program-level economics.
- Support the department lead and Finance partners with the inputs needed for budget planning, investment trade-off discussions, and performance reviews.
- Establish reporting cadences, approval processes, and investment guardrails so incentive spend remains transparent, disciplined, and aligned to business objectives.
- Ensure leadership has a clear, trusted, and consistent view of incentive performance across programs, markets, channels, and customer segments.
Turn insights into roadmap and investment decisions:
- Lead recurring and ad hoc deep dives into program performance, customer segments, test results, cost drivers, and behavioral trends to identify what is working, what is not, and where the business should invest next.
- Translate complex analysis into clear strategic recommendations, business cases, and executive-ready narratives.
- Partner with Product, Data, CRM, Regional, and Marketing teams to shape the incentives roadmap, ensuring initiatives are prioritized based on expected impact, cost, feasibility, and strategic fit.
- Identify opportunities to improve incentive effectiveness through better targeting, program design, customer segmentation, channel coordination, and measurement.
- Help leadership understand trade-offs across short-term conversion, long-term customer value, margin impact, operational complexity, and strategic growth.
Build scalable operating processes for cross-functional execution:
- Design and improve the operating processes required to propose, approve, launch, measure, and review incentive initiatives.
- Create clear standards for how incentive programs are evaluated before launch and assessed after execution.
- Partner with execution teams to ensure campaign delivery is supported by strong strategic rationale, clear measurement plans, and appropriate financial guardrails.
- Help build a scalable test-and-learn discipline for incentives, enabling the business to move quickly while maintaining measurement rigor and financial accountability.
- Identify operational gaps, process inefficiencies, and areas of ambiguity that could limit the business’s ability to scale incentives effectively.
Champion incentive economics across the business:
- Serve as a key thought partner to Finance, Product, Data, CRM, Regional, and Marketing teams on how incentive investment translates into customer and business value.
- Own the metrics, narrative, and recommendations that feed into recurring business reviews and leadership updates on incentives and loyalty.
- Bring a structured, analytical perspective to strategic discussions, ensuring decisions are grounded in evidence rather than intuition or isolated campaign results.
- Act as a connective tissue across teams, ensuring incentives are managed as a disciplined business portfolio rather than a set of disconnected campaigns.
What Success Looks Like:
A successful candidate will help the business build a more structured, scalable, and financially disciplined approach to incentives and loyalty.
In this role, success means:
- Leadership has a clear and trusted view of incentive performance, spend, ROI, and business impact.
- Finance and business teams are aligned on how incentive economics are measured, reported, and forecasted.
- Incentive investment decisions are grounded in clear evidence, consistent measurement, and well-defined business trade-offs.
- Cross-functional teams have a repeatable operating model for proposing, launching, measuring, and scaling incentives.
- The incentives roadmap reflects the highest-value opportunities across customer segments, channels, markets, and product surfaces.
- Execution teams are supported by clear strategic direction, operating processes, and measurement standards.
- The business can scale incentives with greater speed, confidence, and financial control.
- Incentives become a more disciplined growth lever that supports both customer acquisition and long-term customer value.
Required Skills & Experience
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset
- 7+ years of experience in growth strategy, business operations, commercial strategy, go-to-market strategy, incentives, loyalty, pricing, performance marketing, financial planning and analysis, or management consulting.
- Strong commercial and financial acumen, with experience building or interpreting P&L models, ROI frameworks, forecasts, business cases, or investment recommendations.
- Excellent analytical skills, with the ability to structure ambiguous problems, interpret complex data, and translate insights into clear business decisions.
- Experience partnering with Finance, Data/Analytics, Product, Marketing, CRM, Regional, or Operations teams to build shared infrastructure and drive cross-functional alignment.
- Strong executive communication skills, including the ability to build crisp strategy documents, business reviews, and decision-ready presentations.
- Proven ability to influence without direct authority and drive progress across teams with different priorities, incentives, and levels of context.
- Strong ownership mindset, attention to detail, and comfort operating in a fast-moving, ambiguous environment.
- A structured problem-solving approach, with a bias toward action and a high bar for analytical rigor.
Nice to have skills:
- Experience in management consulting, business operations, growth strategy, go-to-market strategy, or commercial strategy roles.
- Experience working on loyalty, promotions, incentives, pricing, marketplace growth, customer lifecycle, or monetization programs.
- Experience with experimentation, incrementality measurement, customer segmentation, or lifetime value analysis.
- Familiarity with BI tools, SQL, dashboards, or analytics workflows.
- Experience building operating rhythms, governance processes, or scalable cross-functional planning mechanisms.
- Experience working in travel, marketplaces, e-commerce, consumer technology, or membership-based businesses.
What We Offer
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
- “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
- Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!
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