Director, CRM Communication Production

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Director, CRM Production & Operations

Are you a driven digital marketing professional with a passion to solve customer problems and deliver market leading creative and communications?

Expedia Group is looking for a customer focused marketing professional to join the Customer Engagement Marketing Team and lead CRM Production. You and your Team will play a critical role in the CRM production process by bringing creative requests to life, supporting campaign production and bridging the gap to our MarTech Team on operationalizing data connections/new capabilities all within our new CRM Platform.

You will work closely with the Capabilities and Production Sr. Director and other CRM Leaders on developing the future strategy for CRM Production Operations, specially focused on how we can evolve the support model and processes as we migrate to a new CRM platform.

In this role, you will be responsible for creating and leading a center-of-excellence for creative and campaign execution across the CRM customer journey teams, Technology and Brand Creative through process building and change management. This includes everything from the building creative templates for CRM channels (email, push, sms) and landing experiences providing a seamless customer experience.

We believe in flexible working and this role could be fulfilled on a flexible working set-up; this can be discussed during the interview process.

What you’ll do:

• Lead three areas of focus for CRM Production Operations - Creative Production, Campaign Production and Tech Production with a focus on fully utilizing platform capabilities

• Identify creative/campaign capability gaps across these areas and drive solutions to enable better decision making and support the transformation of Creative, Campaign and Tech Ops production as we migrate to a new unified CRM platform

• Assist your Team in documenting and communicating technical requirements for Creative/Campaign Production capabilities with the goal to scale programs and increase user adoption of new tooling

• Develop streamlined processes and workflows for external Teams to engage with Production Ops to optimize SLAs and speed to market including cross-functional Teams like Brand Creative and Technology

• Actively participate in quarterly planning to scope resourcing requirements and tradeoffs

• Support our existing/legacy production model to continue BAU requests until pivoting to new platform

Who you are:

• 10+ years’ experience leading CRM production or CRM operations in the e-commerce or online marketing space

• Experience working in omni-channel marketing campaign management systems (e.g., Adobe Campaign, Salesforce Marketing Cloud, Responsys)

• Proven QA experience with data resources, counts, data quality, and creative content

• Ability to translate strategy and vision into capability requirements for product/tech teams

• An eye for Creative and experience working with both 3rd party vendors and internal creative resources

• Experience writing HTML for emails and understand how to embed dynamic code such as tracking pixels in emails

• Previous success building strong partnerships with clients/partners

• Excellent project and partner management skills bringing workflows to life effectively

• Confirmed ability to communicate clearly and effectively in both verbal and written formats with both technical and business users

• SFDC Administer experience a plus

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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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