CRM Manager

Expedia•Chicago, IL

1d•$167,336 - $173,000•Hybrid

About The Position

The CRM Manager supports customer relationship management, customer data platform, and data integration capabilities across Expedia Group’s brands. The role applies established principles and playbooks to complex business issues, operates largely independently, and mentors more junior colleagues. It uses customer data, audience segmentation, activation, engagement use cases, platform capabilities, and performance metrics to inform CRM strategies and improve customer engagement. The position designs, implements, and maintains Salesforce Data Cloud solutions, including data streams, Data Lake Objects (DLOs), Data Model Objects (DMOs), Calculated Insights, Data Transforms, identity resolution rules, and audience segmentation logic. It develops and maintains ETL/ELT processes, CRM data pipelines, and integrations that unify customer data and support segmentation, activation, and personalized engagement. The role also uses SQL, Python, Java, AWS, cloud platforms, and DevOps or CI/CD practices for data integration, processing, validation, deployment, and operational support, and works with Salesforce Marketing Cloud and related platforms. The CRM Manager collaborates with business, marketing, data engineering, and technical stakeholders to understand business challenges, data needs, dependencies, and platform opportunities; recommends technical improvements; and supports solution design, implementation, testing, and delivery. The role documents and communicates work through reports, dashboards, presentations, runbooks, and other materials; assesses data quality, platform performance, operational effectiveness, and business impact; monitors data feeds and resolves issues; supports User Acceptance Testing for new data and platform capabilities; and ensures data governance, privacy compliance, and adherence to best practices, including GDPR and CCPA. The position may be performed remotely or from home two days per week, provided the employee lives within commuting distance of an Expedia office. The role is not eligible for relocation benefits or assistance.

Requirements

Bachelor’s degree in Computer Science, Data Engineering, or a related field.
Five years of progressive, post-baccalaureate experience in the job offered or a related occupation.
Experience with Salesforce Data Cloud, including data streams, DLOs, DMOs, identity resolution, and Calculated Insights.
Experience with Salesforce Marketing Cloud and omnichannel customer data platform concepts.
Experience with ETL/ELT, data integration, and CRM data pipeline design.
Knowledge of SQL, data modeling, and SQL databases.
Experience using Python and Java for coding snippets, data validation, integration, and orchestration support.
Experience with AWS, cloud platforms, and DevOps or CI/CD practices.
Knowledge of data architecture, analytics, data quality, and performance monitoring.
Knowledge of data governance, privacy, and compliance best practices, including GDPR and CCPA.
Experience with testing strategies, validation, troubleshooting, and UAT support in complex data environments.

Responsibilities

Apply and enhance CRM, customer data platform, and data integration capabilities, principles, and playbooks to address business issues and opportunities.
Use customer data, audience segmentation, activation and engagement use cases, platform capabilities, and performance metrics to inform communication plans and improve customer engagement.
Design, implement, and maintain Salesforce Data Cloud solutions, including data streams, DLOs, DMOs, Calculated Insights, Data Transforms, identity resolution rules, and audience segmentation logic.
Develop and maintain ETL/ELT processes, CRM data pipelines, and integrations to unify customer data and enable segmentation, activation, and personalized engagement.
Use SQL, data modeling, SQL databases, Python, and Java for integration, analysis, data processing, validation, troubleshooting, and orchestration support.
Apply AWS, cloud platform capabilities, and DevOps or CI/CD practices to support data processing, deployment, release, and operational activities across test and production environments.
Create technical and operational materials, including reports, dashboards, presentations, runbooks, and documentation, and communicate information as actionable steps aligned with plans and strategy.
Build relationships with business, marketing, data engineering, and cross-functional technical stakeholders; understand their concerns and help clarify business challenges, data needs, dependencies, and platform opportunities.
Suggest technical solutions and improvements based on business processes, objectives, and challenges.
Support technical design discussions, implementation, testing strategies, and delivery for CRM and customer data platform initiatives; compile updates and contribute to engineering and stakeholder discussions.
Identify data collection methods, analyze data, and articulate findings.
Measure data quality, platform performance, operational effectiveness, and business impact using relevant data sources, validation methods, and monitoring procedures.
Monitor data feeds, data quality, and platform performance; validate data, troubleshoot issues, resolve them, and drive continuous improvement.
Define and execute testing strategies and support UAT for new datasets, integrations, and capabilities onboarded into Data Cloud.
Ensure data governance, data quality, privacy compliance, and adherence to platform and industry best practices, including GDPR and CCPA.
Operate largely independently and mentor more junior colleagues.