CRM Analytics & Insights Manager

Traveltechessentialist; United Kingdom; On-site; GBP 75,000 - 110,000; Full time

Job summary

Expedia Group is seeking a Customer Data & Insights Manager to shape how CRM performance and customer value are measured and acted upon. You will own reporting, dashboards, and insights across CRM and marketing, interfacing with cross‑functional teams to turn data into strategic recommendations.

The role blends hands‑on analysis with executive storytelling, advancing measurement frameworks and AI‑enabled workflows to drive better customer experiences and business outcomes.

Qualifications

• 6+ years of experience in CRM, marketing, customer, commercial, or performance analytics with measurable business outcomes.
• Strong SQL skills and ability to work with large datasets; experience with AI-enabled analytical tools is a plus.
• Proficient in Excel or similar tools and capable of creating executive-ready presentations.
• Experience measuring CRM, customer, marketing, or trading performance and understanding attribution, forecasting, experimentation, and optimization.
• Ability to translate metrics into commercial implications and practical recommendations.
• Experience building dashboards, reporting frameworks, and scalable measurement solutions.
• Clear communication, cross-functional collaboration, and storytelling skills.
• Thrives in ambiguous environments with curiosity, structure, rigor, and continuous improvement.

Responsibilities

• Own reporting, performance measurement, and insight generation across CRM, lifecycle communications, customer behavior, member engagement, and marketing effectiveness.
• Lead deep-dive analyses that identify performance drivers, quantify opportunities, uncover risks, and translate findings into clear recommendations for CRM and commercial stakeholders.
• Strengthen measurement frameworks by developing KPIs, attribution methodologies, forecasting models, experimentation approaches, and optimization strategies.
• Build and evolve trusted dashboards, reports, and executive presentations by integrating multiple data sources and improving data quality.
• Partner with technical and non-technical stakeholders to frame analytical questions and resolve data challenges.
• Connect customer, campaign, and commercial performance trends to broader business objectives and guide action.
• Simplify complex findings into concise narratives for analysts and senior leaders.
• Identify opportunities to improve reporting processes and AI-enabled workflows across the organization.

Skills

CRM analytics

SQL

Excel

Storytelling

Cross-functional collaboration

Education

Bachelor’s or Master’s in Analytics/Statistics/Economics/Math/Business/Marketing

Tools

Claude or AI tools

Job description

Expedia Group is seeking a Customer Data & Insights Manager to shape how CRM performance and customer value are measured and acted upon. You will own reporting, dashboards, and insights across CRM and marketing, interfacing with cross‑functional teams to turn data into strategic recommendations.

The role blends hands‑on analysis with executive storytelling, advancing measurement frameworks and AI‑enabled workflows to drive better customer experiences and business outcomes.