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CRM Performance Manager

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CRM Performance Manager


Typically manages individual contributors and responsible for the operation of a single department. Consistently applies - and sometimes enhances - the CRM capabilities, principles and playbooks to solve complex business issues and opportunities. Operates largely independently and determines the team strategy to accomplish team/departmental goals.

What you'll do:

  • Works with staff to develop individual development plans addressing employee needs and meeting team goals

  • Evaluates performance regularly, identifying learning needs

  • Provides constructive feedback to encourage ongoing development

  • Clarifies roles, accountabilities and decision-making among team members

  • Helps team members prioritize and link daily work to broader objectives

  • Manages workloads to ensure all team members are fully deployed and skills are matched to the work requirements

  • Hires and onboards new team members

  • Analyzes past sales reports to determine what advertising campaigns were effective or failures, translating learnings and trends to create marketing communication strategies that are effective

  • Creates clear, concise and organized communication materials (e.g., reports, dashboards, presentations, messages)

  • Breaks down information into understandable messages and actionable steps that fit into the overall plan and strategy

  • Prepares communications via differing modes, tailoring messages to audiences; develops an understanding of how the messages connect

  • Prepares communications that enable customers, bringing them along the journey at every stage of the lifecycle

  • Understanding of copy writing and ability to edit to have one consistent voice to the customer

  • Establishes working relationships with stakeholders and gains stakeholder trust by effectively addressing their concerns to further long-term interests

  • Helps colleagues, customers and other stakeholders explore and understand their wider business challenges

  • Begins to use understanding of current business processes, objectives and challenges to suggest solutions and improvements

  • Applies understanding of trends in customer’s motivations, needs and pain points to generate ideas and recommendations for product management and to advocate for customers throughout the product development lifecycle

  • Continuously assesses the market and preferences of customers and develops a sense of how trends are changing through analysis

  • May gather customer feedback through focus groups, win/loss interviews, sales 'ride-along', research, etc. and represents the voice of the customer to product management and the business

  • May develop the financial model used to appraise new product ideas

  • Measures and assesses customer satisfaction, market and business performance, efficiency and effectiveness of programs with data collection methods and procedures (e.g., surveys, opinion polls or questionnaires) or identify relevant existing data

  • Is aware of relevant data sources for competitive insight (internally and externally)

  • Gathers data on competitors and analyzes their products/services, prices, sales, and/or method of marketing and distribution

  • Shares competitive intelligence to inform direction, guide strategies, and guide marketing approach

  • Identifies methods for collecting data, performs data analyses and articulates findings

Who you are:

  • Bachelor's or Master's in a related field: or equivalent professional experience

  • 5+ years of relevant CRM experience

  • 0-3 years of people management experience

  • Experience managing and leading large scale CRM projects

  • Demonstrates a comprehensive and understanding of customer and partner audience to validate communication plans and strategies

  • Develops ability to define how to leverage past communications data and KPIs to inform strategy

  • Plays key part in defining partner/customer Comms strategy to grow loyalty and SOW

  • Understands relevant complex software program(s)

  • Demonstrates competence in technical skills to create campaigns, communications, manage communication flow and reporting using relevant platform(s)

  • Deep knowledge of budget management and can run ROI assessment independently

  • Ability to influence peers

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.
  • United Kingdom - London

  • Marketing

  • Full-Time Regular

  • 11/25/2022

  • ID # R-77973

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At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.