CRM Solutions Manager

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

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.

In this role you will:

• 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

Experience and Qualifications:

• 7+ years of experience in CRM Technology, preferably 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

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

• Expert 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 and proactively query new and existing data sets

• 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

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

The total cash range for this position in Austin is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 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 with 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.