Senior Director, Customer Growth Strategy (Brand Expedia)

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

Expedia Group’s consumer business has three flagship brands:

• Expedia® is the one-stop shop for travel, with a mission of helping travelers get the most out of every trip they take by providing everything they need all in one place, and feel supported every step of the way.

• Hotels.com® is the hotels expert that is all about giving travelers more of what they want — whether that’s instant savings, flexible options, or rewards they can actually use.

• Vrbo® is the trusted vacation rental brand perfecting stays before they happen by helping travelers find their perfect fit, ensuring quality homes and hosts, and providing trusted support.

These teams set the strategic vision, operating plans, and investment priorities to create compelling and distinct traveler value and drive business growth. The team is responsible for effectively partnering with cross-functional teams in Marketing, Product, Technology, Supply, Advertising, Servicing, and Corporate Functions to deliver the best traveler and business outcomes.

The Senior Director, Customer Growth Strategy plays a central role leading the customer growth agenda for Brand Expedia, from new customer acquisition and first-time booker activation through to long-term retention, loyalty and lifetime value. You’ll lead a small team of senior managers and partner closely with cross-functional leaders to turn customer strategy into clear priorities, operating plans and measurable business outcomes.

This is a highly visible role for someone who is energized by big, ambiguous problems; comfortable moving between strategy and execution; and motivated by delivering measurable customer and business impact.

In this role, you will:

• Own the customer growth strategy for Brand Expedia, including targets for active customer growth, new customer acquisition and 12-month repeat rate

• Lead a team of senior managers driving strategy and tactics across customer service, loyalty and customer lifecycle cohorts

• Partner with CRM, Marketing and Product teams to design and optimize end-to-end customer journeys that measurably improve conversion and repeat rates

• Partner with the Loyalty team on One Key program evolution, ensuring loyalty levers are integrated into the broader customer growth plan and translate into stickiness and CLV

• Define and execute Brand Expedia’s customer service strategy, working with the service organization, Legal, Marketing, and Product to improve the support experience while managing P&L impact

• Build the analytical backbone for customer decisions — working with Analytics and Finance on CLV, segmentation, and investment trade-offs

• Contribute to 3-year strategic plans, annual financial planning, and executive-level narrative and reviews

Experience and qualifications:

• Bachelor’s degree in Business, Economics, Finance, or related field; MBA preferred; or equivalent related professional experience

• 12+ years of experience in e-commerce marketplaces, customer growth, consumer strategy, P&L management, or management consulting, with at least 5+ years of people leadership experience

• Proven track record of owning and delivering customer growth outcomes (acquisition, retention, LTV) at scale in a consumer or marketplace business

• Deep fluency in customer lifecycle marketing, CRM, loyalty, and cross-channel growth levers; you understand how funnels, journeys and segments connect to financial outcomes

• Strong analytical and financial acumen, with the ability to move fluently between data, strategy and executive storytelling

• Demonstrated ability to lead through influence — bringing together large cross-functional groups (Marketing, Product & Tech, Analytics, Finance, Service) to deliver shared outcomes without direct authority

• Experience leading and developing senior individual contributors and people managers, with a track record of building high-performing, engaged teams

• Excellent communication skills; able to synthesize complex concepts into simple stories, and communicate clearly with both technical and non‑technical audiences

 

The total cash range for this position in Seattle is $269,000.00 to $376,500.00. Employees in this role have the potential to increase their pay up to $430,500.00, 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 individual’s 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 employee’s 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 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. 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.