Manager of CRM Communication Production, Expedia Group
Online travel shopping company
Open for applications
Online travel shopping company
1001+ employees
Open for applications
1001+ employees
Company mission
Expedia's mission is to power global travel for everyone, everywhere.
Role
Who you are
- With focus on the traveler journey, we are looking for someone with excellent analytical, project management, and communication skills
- Bachelor's degree in Marketing, Business, or related field, or equivalent related professional experience
- At least 5 years' experience in a hands-on email / digital marketing role, with experience managing a team
- End-to-end experience building and deploying complex campaigns, including email, app Push, and landing page, setting up complex audience segments, UAT, campaign scheduling and monitoring
- Development experience working with Salesforce Marketing Cloud, plus working knowledge of SQL and AMPscript, HTML/CSS
- Experience working with a technology platform and technology teams
- Strong analytical skills and experience with multivariate testing
- Demonstrable attention to detail in dealing with complex projects and time-sensitive initiatives
- Knowledge of customer databases, loyalty programs and/or travel industry experience a plus
- Jira, Tableau, or other email marketing and campaign management tools are all a plus
What the job involves
- Expedia Group is looking for a driven and ambitious self-starter, who will be a critical part of delivering our industry-leading traveler communications!
- We are seeking someone who is highly innovative and will champion change, working on targeted, engaging communications 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 campaign platform
- This is a lead role, with a focus on CRM campaign delivery and execution and involves working with, where appropriate, Product, Engineering, Segment Marketing and other teams
- Manage and organize the CRM Production pod
- Assign production deliverables for email, push, sms and in-product to pod team members
- Deliver traveler communications with a heavy emphasis on customer segmentation, testing & UAT, as well as technical execution
- Work across multiple brands within the Expedia portfolio collaborating with multiple teams and managing multiple stakeholders
- Define the cadence for team meetings, standups or other ways for the team to share status updates for deliverables and stay connected on initiatives
- Ensure end-to-end delivery of campaigns assigned to the production pod, including template build, audience segmentation, UAT, scheduling and monitoring; with a focus on timely and accurate delivery of communications
- Ensure audience segments are built with accuracy and work with partner teams such as CRM Tech Ops, Product and Engineering to validate audiences
- Work directly with CRM Tech Ops and Product partners to resolve pre/post campaign issues
- Identify and prioritize product and capability enhancements, and inform Segment Marketing teams on the availability of product capabilities and features
- Input into the Segment Marketing planning process by reviewing production briefs, assessing feasibility and managing resource capacity
- Develop quarterly production delivery plan and roadmap, communicating those plans to the supporting production pod, leadership team and Segment Marketing teams
- Adapt and make decisions as needed to adjust the quarterly production delivery plan to ensure key campaigns are prioritized
Salary benchmarks
Our take
Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.
Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.
What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.
Steph
Company Specialist
Insights
Company
Company benefits
- Leisure Travel Reimbursement
- Travel Discounts
- Family & Friends Discount
- Employee Assistance Program
- Wellness Reimbursement
- Global Service Awards
- Business Travel Medical Insurance
- Matching Gifts
- Expert Medical Opinion
- New Parent Benefit
- Employee Stock Purchase Plan
- Private Health Insurance
Company values
- Force Simplicity
- Include Consciously
- Trust Each Other
- Go Get What's Next
- Choose Fearlessly
Company HQ
Interbay, Seattle, WA
Articles
Leadership
Peter M. Kern
(CEO, not founder)Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.
People progressing
Joined as Manager - Strategic Initiatives and has been promoted multiple times to Senior Manager - Strategic Initiatives after 1 year, to Director - Strategic Initiatives also after 1 year, and again to Senior Director - Strategy & Supply after 2 years. Now works as the Vice President of the Travel Agent Affiliate Program.
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