CRM Solutions Manager, Expedia Group
$197-275.5k
Potential to increase pay up to $315,000 based on ongoing, demonstrated, and sustained performance in the role
Online travel shopping company
Open for applications
Online travel shopping company
1001+ employees
Open for applications
$197-275.5k
Potential to increase pay up to $315,000 based on ongoing, demonstrated, and sustained performance in the role
1001+ employees
Company mission
Expedia's mission is to power global travel for everyone, everywhere.
Role
Who you are
- 7+ years of experience in CRM Technology, preferably of utilizing Salesforce Marketing Cloud to create automated and personalized customer journeys. Leveraging all aspects of the platform – Journey Builder, Automation Studio, Email Studio, Intelligence Reports, Einstein etc
- Expert Knowledge of SQL, HTML, CSS and Marketing Cloud scripting languages (AMPscript, GTL & SSJS)
- Expert Knowledge of data concepts like relational data, data types, variables, data transformation, etc. Able to conceptualize how data flows, where it comes from and how to transform it to be useful in marketing comms and proactively query new and existing data sets
- The ability to speak with both technical people like software engineers and non-technical people like marketing managers, helping to bridge the gap and "translate" between the two groups
- Experience with structuring customer and business problems and solutions to address - determining tangible actions and driving forward the execution of initiatives to solve problems
- Ability to work in a very dynamic environment and keep track of constantly changing requirements and intersecting projects
- Proficiency with productivity software such as Excel, PowerPoint, Confluence, and Jira
- Experience with data security (including PCI, PII data), as well as CCPA and GDPR privacy laws and regulations
- Intimate knowledge on how data is used to power outbound communications in B2C
- Technical experience in cloud and big data technologies
- Self-starter who enjoys taking on challenging problems and operationalizing solutions
- Previous success building strong partnerships and relationships with clients/stakeholders in a wide range of roles and levels, across the institution
- Strong commercial acumen and the ability to simplify and communicate complex concepts concisely and clearly
- Strong relationship and facilitation skills both within diverse engineering and global cross-functional organizations
What the job involves
- The Traveler Engagement and Loyalty (TEaL) team builds relationships with travelers, driving engagement and loyalty by providing value through the ownership of the loyalty program, targeted CRM, and our co-branded credit card program, with a brand focus in our marketing
- Expedia Group is a leading global technology company with a mission to make travel easier for everyone
- Our portfolio of brands includes some of the world's most trusted online travel agencies, providing an extensive range of travel options to millions of travelers worldwide
- As a CRM Solutions Manager at Expedia Group, you will play a key role in driving marketing outcomes and leveraging your expertise to create exceptional customer experiences
- You will work in a truly customer-focused organization and bring the depth of thinking to solve problems and drive incremental business value through the direct communication channels
- Develop and support innovative marketing strategies using Salesforce Marketing Cloud to enhance customer engagement, acquisition, and retention in partnership with production and comms owners
- Guide Communication Owners on Salesforce Marketing Cloud functionalities for email marketing, automation, data segmentation, and personalized customer journeys
- Demonstrate exceptional problem-solving skills, investigating issues and finding efficient solutions to drive successful campaign execution
- Collaborate with cross-functional teams to identify opportunities and challenges, resolving them promptly to ensure seamless marketing operations
- Participate in discovery sessions with project teams to understand data requirements needed to support solution implementations
- Navigate complex data structures and leverage data insights to optimize marketing efforts, driving higher ROI and customer satisfaction
- Utilize data analytics and performance metrics to measure campaign success and make data-driven decisions
- Collaborate closely with marketing stakeholders, technology teams, and external partners to align strategies and achieve common goals
- Stay updated with industry trends, emerging technologies, and best practices related to marketing, development, and Salesforce Marketing Cloud
- Identify opportunities for process improvements, new marketing tactics, and innovative approaches to stay ahead in the competitive market
Application process
- End Date: April 1, 2025
Our take
Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.
Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.
What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Leisure Travel Reimbursement
- Travel Discounts
- Family & Friends Discount
- Employee Assistance Program
- Wellness Reimbursement
- Global Service Awards
- Business Travel Medical Insurance
- Matching Gifts
- Expert Medical Opinion
- New Parent Benefit
- Employee Stock Purchase Plan
- 401K Plan 🇺🇸
- Health Insurance 🇺🇸
- Dental Insurance 🇺🇸
- Flexible Spending Account (FSA) 🇺🇸
- Vision Insurance 🇺🇸
- Health Savings Account (HSA) 🇺🇸
- Life Insurance 🇺🇸
- Private Health Insurance 🇬🇧
Company HQ
Interbay, Seattle, WA
Leadership
Peter M. Kern
(CEO, not founder)Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.
Share this job
View 20 more jobs at Expedia Group