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Senior Manager Customer Engagement Strategy & Governance

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Do you want to change the way the world travels?

Expedia Group is seeking a Senior Manager Customer Engagement Strategy & Governance to join the Strategy & Planning team within the Customer Engagement organization. This role will lead the customer engagement communication vision work including elaborating the strategic briefs & milestones for what we need on OMP. By partnering closely with marketing and product leaders across the organization, this role will be instrumental in creating state of the art traveler communications and bringing our brand value propositions to life for our travelers around the globe.

What you will do:

  • Work with CELT to establish the communication vision
  • Create traveler centric & data driven use cases & prototypes to illustrate customer journeys across channels & placements (mail, app, push, in-product,..)
  • Work with creative, brand, XD & OMP to design the future state of design templates & content
  • Build detailed briefs on traveler needs & capabilities
  • Work with the strategic planning team to incorporate asks into the planning process
  • Design frameworks to deliver the vision
  • Drive strategy alignment & facilitate alignment across dependent teams
  • Help create more synergies between teams by providing regular information flow & stakeholder check-in meetings
  • Design & coordinate workshops and cross-functional strategy sessions
  • Work with OMP to define governance
  • Identifying opportunities that drive customer engagement

Who you are:

  • A strategic thinker who understands the bigger picture & sees the opportunity
  • Curiosity and passion for making an impact on the traveler
  • Capability to illustrate ideas, strategies & user journeys
  • Problem solver
  • Understands CRM & has experience with ocelot (or similar)
  • Knows the OMP project
  • Storyteller and great presenter
  • Capable of summarizing big ideas in crisp stories & use cases
  • An expert in simplifying the complex
  • Strong communication skills, logical thinking, and sense of accountability
  • Understanding of digital marketing – CRM knowledge preferred
  • Ability to perform in a fast-paced, dynamic environment
  • High energy and can-do attitude
  • Bachelor's degree; or equivalent related professional experience
  • 6+ years of work experience in strategy & digital work
  • Previous experience working with global brands

#LI-JD1

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™.  

© 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 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.
  • United States - Texas - Austin

  • Marketing

  • Full-Time Fixed Term

  • 06/29/2022

  • ID # R-72982

Job Accommodation Requests

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.