Senior CRM Solution Specialist

Expedia Group; London; Hybrid; GBP 40,000 - 80,000; Full time

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 global hybrid work setup (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 CRM Solutions Specialist

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 looking for extraordinary talent to join the Customer Engagement Marketing Team to dive deep in the data needs, solutions, and outcomes for all things CRM and outbound. Everything we do is powered by data, from who we send to, when we send it and what is sent. Getting the data right is a critical part to our operation. If you like connecting with data experts from scientists, engineers, and marketers daily and turning data into powerful personalization, this is the role for you.

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 we have with our customers like email marketing, push notifications, and in-product messaging.

What you’ll do:

• Participate in discovery sessions with project teams to understand data requirements needed to support solution implementations.
• Work with marketing managers to document all data needs required for a campaign, program, or communication.
• For our transition to a new platform, you would work daily with the transition lead to ensure all data elements for audience, content, and measurement are accounted for.
• For transition to a new platform, spend time in the platform assisting engineers or marketers in creating new content and audiences.
• For transition to a new platform, help in the QA of all assets from the build to launch to the monitoring period.
• Consult with data and performance on data requirements to measure the performance on the communication from CRM metrics to revenue metrics.
• Work with data scientists that are creating new models to gather data elements needed to execute and connect the model to the right parts of the platform.

Who you are:

• 4+ years of experience in CRM Technology, preferably 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.
• Several years of experience in SQL, HTML, CSS, and Marketing Cloud scripting languages (AMPscript, GTL & SSJS).
• 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 communications 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 of 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.

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 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.

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.