CRM Manager

11105 Expedia, Inc.; Chicago (IL); On-site; USD 110,000 - 150,000; Full time

Job summary

Expedia Group is seeking a CRM Manager to advance customer relationship management and data integration across its brands. You will design and optimize CRM data pipelines using Salesforce Data Cloud and Marketing Cloud, craft segmentation strategies, and translate insights into actionable engagement plans.

You will operate largely independently, mentor junior teammates, and collaborate with data engineering, marketing, and product stakeholders to ensure aligned tactics, dashboards, and

Qualifications

• Experience designing and implementing CRM data solutions.
• Strong understanding of customer data platforms, segmentation, and activation.
• Proven ability to translate analytics into engagement strategies.

Responsibilities

• Consistently apply and enhance CRM capabilities and data integration to solve business issues.
• Operate largely independently and mentor junior colleagues.
• Demonstrate understanding of customer data, audience segmentation, activation, and engagement use cases.
• Define how to leverage data and platform capabilities to inform strategy and improve engagement.
• Design, implement, and maintain Salesforce Data Cloud solutions and data pipelines.
• Develop and maintain ETL/ELT processes and integrations that unify customer data.
• Apply SQL, data modeling, and programming skills to support data analysis and troubleshooting.

Skills

CRM strategy

Data-driven marketing

Audience segmentation

Customer data platform

SQL

Python

Java

Salesforce Data Cloud

Salesforce Marketing Cloud

ETL/ELT

Cloud/AWS

DevOps/CI/CD

Tools

Salesforce Data Cloud

Salesforce Marketing Cloud

SQL

Python

Java

AWS

Data pipelines

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

CRM Manager In this role, you will:

• Consistently apply and sometimes enhance customer relationship management, customer data platform, and data integration capabilities, principles, and playbooks to solve complex business issues and opportunities.
• Operate largely independently and mentor more junior colleagues.
• Demonstrate a comprehensive understanding of customer data, audience segmentation, activation, and engagement use cases to support communication plans and strategies.
• Develop ability to define how to leverage customer data, audience insights, platform capabilities, and performance metrics to inform strategy and improve customer engagement.
• Play a key part in defining and supporting CRM data and customer engagement solutions across Expedia Group's brands.
• Understand relevant complex software program(s) and platforms, including Salesforce Data Cloud and Salesforce Marketing Cloud.
• Demonstrate competence in technical skills to design, develop, test, optimize, and maintain CRM data pipelines, integrations, and related platform solutions using relevant technologies and platforms.
• Create clear, concise, and organized technical and operational materials, including reports, dashboards, presentations, runbooks, and documentation.
• Break down information into understandable messages and actionable steps that fit into the overall plan and strategy.
• Design, implement, and maintain Salesforce Data Cloud solutions, including data streams, Data Lake Objects (DLOs), Data Model Objects (DMOs), Calculated Insights, Data Transforms, identity resolution rules, and audience segmentation logic to support accurate, scalable, and reliable customer data processing.
• Develop and maintain ETL/ELT processes, CRM data pipelines, and integrations that unify customer data and support segmentation, activation, and personalized customer engagement use cases.
• Apply understanding of SQL, data modeling, and SQL databases to support data integration, data analysis, validation, and troubleshooting activities.
• Use Python and Java for coding snippets, data processing, validation, integration, and data orchestration support.
• Apply AWS, cloud platform capabilities, and DevOps or CI/CD practices to support data processing, deployment, release, and operational activities across test and production environments.
• Establish working relationships with business, marketing, data engineering, and cross-functional technical stakeholders and gain stakeholder trust by effectively addressing their concerns to further long-term interests.
• Help colleagues and stakeholders explore and understand broader business challenges, customer data needs, upstream and downstream data dependencies, and platform opportunities.
• Use understanding of current business processes, objectives, and challenges to suggest technical solutions and improvements.
• Support technical design discussions, implementation activities, testing strategies, and solution delivery for CRM and customer data platform initiatives.
• Compile updates, present progress, and contribute to broader engineering and stakeholder