Senior Manager, Loyalty Operations and Experience

Traveltechessentialist; Greater London; On-site; GBP 117,000 - 164,000; Full time

Job summary

A global travel technology company in Greater London is seeking a Senior Manager of Loyalty Operations and Experience. The role involves leading operational strategies to enhance the customer loyalty programs and ensure seamless experiences for travelers. The ideal candidate will have over 10 years of relevant experience, strong analytical and communication skills, and a proven track record in managing global programs. This position offers a comprehensive benefits package and opportunities for professional development.

Benefits

Exciting travel perks

Generous time-off

Flexible work model

Career development resources

Wellness & travel reimbursement

Qualifications

• 10+ years of experience in loyalty, marketing, or related fields.
• Proven success managing large-scale, global programs.
• Deep understanding of loyalty program best practices.

Responsibilities

• Lead the development and execution of operational strategies.
• Collaborate with various teams to enhance loyalty programs.
• Manage and mentor a high-performing team.

Skills

Leadership

Analytical skills

Communication

Team management

Cross-functional collaboration

Education

Bachelor’s degree preferred

Tools

Microsoft Excel

Tableau

PowerPoint

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 we 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.

Senior Manager, Loyalty Operations and Experience

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.

At Expedia Group, we aim to make travel more rewarding for our customers. Our loyalty members are at the heart of our business, driving revenue and satisfaction across our brands. We’re looking for a passionate and strategic leader to join our Traveler Engagement and Loyalty (TEaL) organization and help shape the future of loyalty operations and customer experience.

Do you love creating seamless experiences and building scalable processes that delight travelers? As Senior Manager, Loyalty Operations and Experience, you will lead the development and execution of operational strategies that ensure our loyalty programs deliver exceptional value and consistency across all touch points.

In this role, you will:

Operational Excellence

• Develop and institutionalize best practices for managing loyalty program rules and mechanics across Expedia Group
• Build and evangelize standard operating procedures, communication workflows, and issue triage processes to ensure smooth program execution
• Operationalize and expand “run‑the‑business” initiatives for loyalty features such as Price Drop Protection and redemption opportunities across multiple lines of business

Cross‑Functional Leadership

• Collaborate with Marketing, Product, Finance, Legal, Technology, and Brand teams to enhance loyalty programs and deliver a simple, consistent traveler experience
• Influence functional roadmaps to prioritize initiatives that align with loyalty program vision and brand needsServe as a key integrator and advisor in enterprise‑wide projects, representing loyalty operations and experience

Team Leadership

• Manage and mentor a high‑performing team, fostering a culture of collaboration and innovation
• Set clear objectives, provide regular feedback, and support career development through performance plans and coaching
• Ensure optimal workload distribution and skill alignment across team members

Experience and Qualifications

• Bachelor’s degree preferred; 10+ years of experience in loyalty, marketing, or related fields
• Proven success managing large‑scale, global programs with cross‑functional teams
• Deep understanding of loyalty program best practices and customer experience design
• Strong analytical skills with the ability to interpret complex data and drive actionable insights
• Exceptional communication and influencing skills, including experience engaging executive‑level stakeholders
• Ability to thrive in a fast‑paced environment, managing multiple priorities with attention to detail
• Proficiency in Microsoft Excel and PowerPoint; experience with Tableau and digital collaboration tools
• Familiarity with AI‑driven approaches for process optimization is a plus

The total cash range for this position in Seattle is $155,000.00 to $217,000.00. Employees in this role have the potential to increase their pay up to $248,000.00, 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.

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.

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.

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.