CRM Manager

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CRM Manager, Transactional & Service Communications

Expedia Group are looking for a driven and ambitious self-starter, who will be a critical part of delivering our industry-leading customer communications! With responsibility for the transactional and service phase of the customer journey, we are looking for someone with excellent analytical, project management and communication skills. We are seeking someone who is highly innovative and will champion change, working on targeted, event-based programs across Email, In Product, Push and SMS. You will take ownership of working directly with our wider teams (including MarTech, Legal and Creative) to deliver relevant and informative communications, as well as working directly on the platform (Salesforce & TAXI).

What you'll do:

• Seek opportunities to improve the transactional and service cross-channel communications, through both optimization and new initiatives.
• Maintain and drive forward a prioritized development roadmap & backlog.
• Project manage the delivery of new communications and improvements to existing programs. The role is highly focused on the strategic and analytical side of campaign planning and execution and involves working with, where appropriate, MarTech (CRM Product and CRM Engineering). While the production team will largely focus on the campaign set ups in the platform, the role will also involve some direct campaign set up (e.g. MVT Tests) in Salesforce and TAXI.
• Ensure stakeholder alignment, technical & creative briefing, pre-launch UAT, launch & MVT testing (both self serve and through MarTech).
• Understand the weekly performance trend of these communications, actively seek out improvements and deliver on recommendations.
• Working closely with Analytics, Loyalty, App, Product and Campaign Monitoring teams to identify opportunities to improve the customer experience further.
• Communicating the strategic vision, project progress and performance of the programs to senior stakeholders in a clear, structured and succinct manner.
• Proactively investigate issues & seek answers to open questions related to Customer Engagement projects through to resolution.
• Work across a number of brands within the Expedia portfolio including Hotels.com, Vrbo and Expedia, collaborating with multiple teams and managing multiple stakeholders to ensure visibility and brand alignment.

Who you are:

• Bachelor's degree, ideally in Marketing / Business / Economics or anything that aligns well with problem solving skills.
• At least 6-7 years’ experience in email / digital marketing, preferably in the e-commerce and/or online marketing space.
• Experienced in customer journeys, utilizing data and customer behavior to design automated journeys.
• Experienced working with a Technology platform and Technology teams.
• Strong analytical skills and exposure to multivariate testing techniques. Experienced in working with analytics/insight and turning it in to a concrete plan.
• Demonstrable attention to detail in dealing with complex projects and time-sensitive initiatives.
• Proficient in the use of Microsoft PowerPoint, Excel, and Word. Experience with Jira, Trello and Tableau are all a plus.
• Knowledge of customer databases, loyalty programs, HTML and/or travel industry experience a plus.

#LI-HD1

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is lifeatexpediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.