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Manager, Customer Performance & Insights

United Kingdom - London

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Brand Specific Description:

Are you a Customer Engagement expert, with experience in identifying and strengthening trends in Customer Health? Expedia Group is looking for a Customer Engagement Manager to work as part of a team that delivers customer communications strategies for core brands and drives customer engagement from the very first interaction!

As Manager of Customer Performance and Insights, your charter will support the Customer Engagement organization in identifying the critical customer insights that we need to know, what are the knowledge gaps and how to procure and close them. You will lead execution of communication across all priority markets via outbound channels, (e.g., Email, push, SMS) and platforms (site and app).

Position Overview:

Responsibilities:

  • Work to understand how to use customer knowledge across the organization that enables seamless customer interactions, keeping customers within our house of brands

  • Work across functions with Analytics, Marketing, and Product partners teams to build a strategy and plan of action to integrate personalisation data and insights to support north star vision

  • Build a view around CRM/outbound channel database health to identify risk areas and close capability gaps with product and engineering

  • Support the operationalization of CLV segmentation and enable decision framework on what level of investments are needed for each customer segment to move them through the engagement ladder

  • Monitor and track the health of our traveler base, and deliver insight into opportunity and risk areas by creating a forum to share traveler performance and insights with relevant internal and external partners

  • Organize what we need to know about the customer to create messaging and products with context

  • Partner with Analytics and Data Science teams to streamline and operationalize customer segmentation within and outside the organization

  • Build out and track CRM database health to identify and communicate movement and risk areas across team, product, and engineering

  • Create an operational model for collecting and integrating EG data insights and capabilities into the organization

  • Refine engagement score framework to track movement in engagement and value over time to support product, personalization, and EG use cases

  • Use customer knowledge to support creation of customer-led segmentation strategy & frameworks anchored on CLV that drive the customer’s Next Best Action

Experience and Qualification:

  • You bring excellent quantitative, analytical, and critical thinking skills and an ability to translate metrics, research, and trends into viable strategies

  • A self-starter who can excel in a fast-paced and fluid environment, and independently drive ideas from principles to application across projects

  • Capable of working closely across teams to ensure data solutions line up with business initiatives and are of high quality

  • Strong commercial competence and the ability to simplify and communicate sophisticated concepts concisely and clearly

  • You are a standout colleague who actively promotes & encourages diversity of thought

  • Proficient in the use of SQL, Microsoft PowerPoint, and Excel. Experience with Jira and Tableau are a plus

  • Strong attention to detail, while being able to balance multiple responsibilities and partners

Relocation (Y/N): N

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

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 to 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 lifeatexpediagroup.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.

R-73260

Job Category
Marketing Group

Job Function
Customer Engagement Marketing

Locations
United Kingdom - London
United States - Washington - Seattle

Job Type
Full-Time Regular

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If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

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