CRM Manager

Expedia•Chicago, IL

1d•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 uses customer data, audience insights, segmentation, activation, and engagement use cases to inform communication plans and improve customer engagement. It operates largely independently and includes mentoring more junior colleagues, supporting technical design and implementation, and building trusted relationships with business, marketing, data engineering, and technical stakeholders. The position designs, develops, tests, optimizes, and maintains CRM data pipelines, integrations, and platform solutions, with a focus on Salesforce Data Cloud and Salesforce Marketing Cloud. Work includes designing Data Cloud data streams, Data Lake Objects, Data Model Objects, Calculated Insights, Data Transforms, identity resolution rules, and audience segmentation logic; developing ETL/ELT processes; and using SQL, Python, Java, AWS, and DevOps or CI/CD practices to support data processing and deployment. The role also creates technical and operational materials, contributes to solution delivery and stakeholder updates, and measures data quality, platform performance, operational effectiveness, and business impact. The CRM Manager monitors data feeds and platform performance, troubleshoots issues, defines and executes testing strategies, and supports UAT for new datasets, integrations, and platform capabilities. The position ensures data governance, data quality, 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. Relocation benefits or assistance are not available.

Requirements

Bachelor’s degree in Computer Science, Data Engineering, or a related field, followed by five years of progressive, post-baccalaureate experience in the job offered or a related occupation.
Experience with Salesforce Data Cloud, including data streams, Data Lake Objects (DLOs), Data Model Objects (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.
Must live within commuting distance of an Expedia office; the position may be performed remotely or from home two days per week.

Responsibilities

Apply and enhance CRM, customer data platform, data integration capabilities, principles, and playbooks to address business issues and opportunities.
Use customer data, audience segmentation, activation, and engagement knowledge to support communication plans and strategies.
Help define how customer data, audience insights, platform capabilities, and performance metrics can inform strategy and improve customer engagement.
Support CRM data and customer engagement solutions across Expedia Group brands.
Design, develop, test, optimize, and maintain CRM data pipelines, integrations, and platform solutions.
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 for unified customer data, segmentation, activation, and personalized engagement.
Use SQL, data modeling, and SQL databases for integration, analysis, validation, and troubleshooting.
Use Python and Java for coding snippets, data processing, validation, integration, and orchestration support.
Apply AWS, cloud capabilities, and DevOps or CI/CD practices to support data processing, deployment, release, and operations across test and production environments.
Create technical and operational materials such as reports, dashboards, presentations, runbooks, and documentation.
Build relationships with business, marketing, data engineering, and cross-functional technical stakeholders; address stakeholder 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 of CRM and customer data platform initiatives.
Compile updates, present progress, and contribute to engineering and stakeholder discussions.
Identify data collection methods, analyze data, and communicate findings.
Measure and assess 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, troubleshoot, resolve issues, and support continuous improvement.
Define and execute testing strategies and support UAT for new datasets, integrations, and Data Cloud capabilities.
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.