CAREERS & JOBS (LOYALTY & CX)

Expedia Group is hiring: Director, Performance & Data enablement – CRM & Loyalty

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 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.

Introduction to the team

We are seeking a commercially astute and strategically driven Director of Performance & Data enablement to lead our CRM and Loyalty performance function. This role sits at the intersection of data science, customer strategy, and commercial performance, driving actionable insights that fuel customer engagement, retention, and lifetime value.

You will be responsible for shaping the Performance and data roadmap, partnering with cross-functional teams, and unlocking the full potential of our CRM and Loyalty programs through data-led decision making.

In this role, you will focus on;

• Strategic Leadership: Define and lead the Performance strategy for CRM and Loyalty, aligned with broader commercial goals. Champion a test and learn culture, embedding data-driven thinking across campaigns and lifecycle programs.
• Commercial Impact: Translate complex data into clear, actionable insights that drive revenue, customer retention, and ROI. Partner with Finance, Marketing, and Product teams to forecast and measure the commercial impact of CRM initiatives.
• Customer Intelligence: Develop segmentation, predictive models, and lifetime value frameworks to optimize targeting and personalization. Monitor customer behavior trends and loyalty performance to inform strategic decisions.
• Team & Stakeholder Management: Lead and mentor a team of analysts, fostering a high-performance, collaborative environment. Act as a trusted advisor to senior stakeholders, presenting insights with clarity and influence.
• Data Infrastructure & Tools: Collaborate with Data Engineering and Martech teams to ensure robust data pipelines and tooling. Drive automation and scalability of reporting and analytics processes.

Experience and Qualifications;

• Proven experience in a senior analytics role, ideally within CRM, Loyalty, or Customer Strategy.
• Strong commercial acumen with a track record of influencing business outcomes through data.
• Advanced proficiency in SQL, Python/R, and data visualization tools (e.g., Power BI, Tableau).
• Experience with customer data platforms, campaign management tools, and marketing automation.
• Excellent communication and stakeholder management skills.
• Experience leading and developing high-performing analytics teams.

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.

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. 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 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.

Source: Expedia