CRM Solutions Manager

Expedia Group; London; On-site; USD 110,000 - 155,000; Full time

Job summary

An established industry player is seeking a CRM Solutions Manager to enhance customer engagement through innovative marketing strategies. This role involves leveraging Salesforce Marketing Cloud to create personalized customer journeys and collaborating with cross-functional teams to drive marketing success. The ideal candidate will possess a strong technical background in CRM technology and data analytics, enabling them to bridge the gap between technical and non-technical stakeholders. Join a dynamic team committed to transforming the travel experience for millions worldwide, where your contributions will directly impact business outcomes and customer satisfaction.

Benefits

Flexible work model

Generous time-off

Parental leave

Career development resources

Exciting travel perks

Qualifications

• Experience in CRM Technology with Salesforce Marketing Cloud.
• Strong knowledge of data concepts and SQL.

Responsibilities

• Develop innovative marketing strategies using Salesforce Marketing Cloud.
• Collaborate with teams to optimize marketing efforts.

Skills

Salesforce Marketing Cloud

SQL

HTML

CSS

AMPscript

Data Analytics

Problem-solving

Communication Skills

Data Security

Project Management

Education

Bachelor's Degree

7+ years in CRM Technology

Tools

Salesforce Marketing Cloud

Excel

PowerPoint

Confluence

Jira

Job description

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.

CRM Solutions Manager

We create and deliver an aligned, dedicated marketing strategy to fuel each Expedia Group brand's success. Since our travelers interact with us through our brands, we have a brand focus in our marketing, while leveraging the scale and efficiency we’ve built in functional expertise.

Introduction to the team

We create and deliver an aligned, dedicated marketing strategy to fuel each Expedia Group brand's success. The Traveler Engagement and Loyalty ( TEaL ) team builds relationships with travelers, driving engagement and loyalty by providing value through the ownership of the loyalty program, targeted CRM , and our co-branded credit card program , with a brand focus in our marketing .

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.

What you’ll do:

• 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

Who you are:

• 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

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.

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 .

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.