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. Were building a more open world. Join us.
Director, Loyalty Strategy
We create and deliver an aligned, dedicated marketing strategy to fuel each Expedia Group brand's success. Since our travelers interact with us through our brands, we have a brand focus in our marketing, while leveraging the scale and efficiency weve built in functional expertise.
Are you excited by the opportunity to take our business to the next level delivering value, unforgettable travel experiences and unlocking new business opportunities? Do you have a passion for the traveller and our partners, and a curiosity for what makes them tick? At Expedia Group we aim to be the most rewarding place to book travel.
Our loyalty members are the center of our business, driving revenue and long-standing stickiness with our three brands Expedia, Hotels.com, and Vrbo. We are looking for a Director of Loyalty Strategy to be a key part in driving continued program performance and evolution across our three brands. This role will own the strategy across the EG loyalty programs to shape the future of traveler relationships with a keen focus on keeping the traveler at the center.
The Director of Loyalty Strategy will be responsible for leading EGs loyalty programs globally.
This role is best served by a strategic thinker with a deep understanding of loyalty program best practices and a close understanding of program economics, data-driven insights and an analytical mindset to dive into data and listen to our travelers to find new growth opportunities within the value propositions of each brand and to ladder to our broader organizational strategy.
Close collaboration with the Brand leaders is required to align the loyalty program strategy and purpose to drive brand-specific goals and KPIs. This role regularly interfaces with executive (SVP+/C-level) leadership and team members across all levels and requires building and sustaining deep cross-functional relationships to collaborate across our organization.
This role will also proactively identify areas of opportunity to improve the traveler experience, strengthen traveler engagement and drive brand loyalty through enhancements to the current offerings, forcing simplicity and traveler comprehension as key tenets.
Finally, this role will be external-facing and interact heavily with other third party entities, fostering key relationship building by proactively identifying and actualizing areas of opportunity to improve the EG traveler experience
In this role, you will:Strategic Thinking and Cross Team Collaboration
* Own the vision and develop strategies to grow and strengthen customer relationships, repeat, and stickiness through EGs loyalty programs
* Manage and strengthen cross-functional relationships to drive alignment of loyalty and brand strategies
* Be a strong advocate for loyalty at all levels, connect program strategy back to the companys broader strategy and ensure loyalty has a clear voice as its represented across all levels of the business
* Be able to flex between high-level strategic vision and detailed problem-solving, knowing when to dive in and when to delegate
* Utilize market research customer insights, competitor data, and data analytics to identify opportunities for customer engagement segmentation and personalized experiences
* Design, implement, and optimize loyalty program ensuring it delivers tangible value and resonates with target customer segments
* Be the voice of the traveler closely working with teams across EG to deliver effective brand marketing, product development and member experience initiatives
* Think both agile and short-term (ie., rapid test & learn) and more scalable & long-term with strategies and approaches for the traveler to build programmatic elements
* Work closely with teams across Loyalty Performance, Finance and Analytics on program economics, business casing, and performance and with Product, Tech, and XD teams to deliver on the intended program experience. Additional cross-functional collaboration includes the broader CRM, Marketing, Research & Insights teams, and others to develop holistic program strategies and execution
Team Leadership & Culture Stewardship
* Manage, mentor, and grow a high performing team, fostering a collaborative and innovative work environment with a Go Get Whats Next attitude
* Lead with a strategic mindset that empowers their team, enabling people to move quickly, unblock challenges, and drive outcomes with clarity
* Unlock each team members potential, supporting individual development opportunities and addressing employee needs and goals
* Build trust and energy within the team and with stakeholders while fostering a culture of ownership, curiosity, and accountability
* Manages workloads to ensure all team members are fully deployed and opportunities are given to grow skillsets in developing future leadership potential
Experience and Qualifications:
* 15+ years experience with Bachelors degree preferred
* Experience managing and leading large scale, global loyalty program launches delivering exceptional outcomes with cross-functional teams
* A strong understanding of developing and delivering engaging loyalty offerings
* Deep understanding of customer and partner audience to validate communication plan and strategies
* Strong analytical skills with the ability to interpret complex data and drive decisions that enhance customer experience and program performance
* Ability to develop and maintain strong relationships across groups, collaborating effectively with product & technology, supply, brand marketing, and customer support teams
* Ability to evangelize, influence and socialize and align recommendations at all levels of the organization
* Passion for creating innovative customer experiences and driving retention through data-driven approaches
* Ability to work in a fast-paced environment, handling multiple projects simultaneously while remaining detail-oriented and adaptable
* Expertise in Microsoft Excel and Powerpoint
* Expertise in digital-centric collaboration tools and communication tools
* Ability to leverage AI approaches to streamline and deliver work
* Strong Tableau knowledge
The total cash range for this position in Seattle is $197,000.00 to $275,500.00. Employees in this role have the potential to increase their pay up to $315,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individuals knowledge, skills, and experience. Pay ranges may be modified in the future.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employees passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.
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 Groups Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless youre 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
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