Posted a day ago

Senior Director of Customer Engagement Transformation

At Expedia Group, we are on a mission to deliver highly relevant and seamlessly coordinated communications that deepen customer engagement, from the first interaction to brand advocacy. To achieve this, we are investing in building a communications platform that will enable delivery of personalized customer communication across all outbound channels, platforms, brands, priority markets and touchpoints.

The Senior Director for Customer Engagement Transformation, who will report to the VP Customer Engagement, will be responsible for articulating our future customer communications vision, setting out the required capabilities to enable one personalized experience through both outbound and in product touchpoints, as well as leading the transition of all Expedia Group brands to the new platform. You'll have previous experience in driving customer communication strategies and transformation that result in active engagement across the value ladder. In this role, you'll be the customer marketing specialist working together with our Expedia Group Product and Technology teams to build the new communications platform.

What you’ll do:

  • Define the future customer communications vision, working with the Customer Engagement leaders responsible for communications across the customer lifecycle and trip-cycle

  • Define required capabilities and use cases that will enable execution of the vision

  • Work in partnership with Product and Tech to develop the transformation roadmap. Be the marketing decision maker on the roadmap approach, phasing and trade-offs, with responsibility for how the roadmap will deliver value, management of risks and opportunities

  • Be the specialist on current and future technologies, ensuring there is full transparency and understanding within the business. Provide specific expertise on customer communications tooling, data, content and design excellence

  • Lead the transition of all brands and customer phases from existing CRM platforms and tools to the future Expedia Group communications platform

  • Run the central Customer Engagement roadmap prioritisation process for all activities that require tech resource

Who you are:
  • Previous experience running large scale CRM platform migrations, with deep technical knowledge and domain expertise

  • Previous management of a customer communications function, including delivery of personalised communications that are a combination of automation and human initiation, across multiple channels and in multiple markets

  • Solid problem solving skills that enable practical solutions that unlock value and alignment of multiple teams across the business

  • A passion for the customer, with previous responsibility for delivering customer and business value, with sound commercial judgment

  • Execution-focused approach with a drive for results that balances forward-looking thinking with short term execution

  • Strong communication and collaboration skills to partner across Customer Engagement, Product and Technology on best in class solutions

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.
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Senior Director, Customer Engagement Transformation