Senior CRM Solution Specialist

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.

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 scientist, 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 mangers 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, helping 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 scientist that are creating new models to gather data elements need to execute and connect the model to the right parts of the platform.

Experience and Qualifications:

• 4+ years of experience in CRM Technology, 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 experience of 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 comms 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 on 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

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

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.