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CRM Solutions Manager

  • United Kingdom - London

  • Marketing

  • Full-Time Regular

  • 03/19/2024

  • ID # R-85230

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CRM Solutions Manager

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.

What you’ll do:

  • 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

Who you are:

  • 5+ years of experience 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

  • Knowledge of SQL, HTML, CSS and Marketing Cloud scripting languages (AMPscript, GTL & SSJS)

  • 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

  • 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

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™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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 careers.expediagroup.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, religion, gender, sexual orientation, national origin, disability or age.
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