CRM Manager

Expedia Group•Chicago, IL

2d•$167,336 - $173,000•Hybrid

About The Position

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. In this role, you will: Consistently apply and sometimes enhance customer relationship management, customer data platform, and data integration capabilities, principles, and playbooks to solve complex business issues and opportunities. Operate largely independently and mentor more junior colleagues. Demonstrate a comprehensive understanding of customer data, audience segmentation, activation, and engagement use cases to support communication plans and strategies. Develop ability to define how to leverage customer data, audience insights, platform capabilities, and performance metrics to inform strategy and improve customer engagement. Play a key part in defining and supporting CRM data and customer engagement solutions across Expedia Group’s brands. Understand relevant complex software program(s) and platforms, including Salesforce Data Cloud and Salesforce Marketing Cloud. Demonstrate competence in technical skills to design, develop, test, optimize, and maintain CRM data pipelines, integrations, and related platform solutions using relevant technologies and platforms. Create clear, concise, and organized technical and operational materials, including reports, dashboards, presentations, runbooks, and documentation. Break down information into understandable messages and actionable steps that fit into the overall plan and strategy. Design, implement, and maintain 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 to support accurate, scalable, and reliable customer data processing. Develop and maintain ETL/ELT processes, CRM data pipelines, and integrations that unify customer data and support segmentation, activation, and personalized customer engagement use cases. Apply understanding of SQL, data modeling, and SQL databases to support data integration, data analysis, validation, and troubleshooting activities. Use Python and Java for coding snippets, data processing, validation, integration, and data 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. Establish working relationships with business, marketing, data engineering, and cross-functional technical stakeholders and gain stakeholder trust by effectively addressing their concerns to further long-term interests. Help colleagues and stakeholders explore and understand broader business challenges, customer data needs, upstream and downstream data dependencies, and platform opportunities. Use understanding of current business processes, objectives, and challenges to suggest technical solutions and improvements. Support technical design discussions, implementation activities, testing strategies, and solution delivery for CRM and customer data platform initiatives. Compile updates, present progress, and contribute to broader engineering and stakeholder discussions. Identify methods for collecting data, perform data analyses, and articulate findings. Measure and assess data quality, platform performance, operational effectiveness, and business impact using relevant data sources, validation methods, and monitoring procedures. Proactively monitor data feeds, data quality, and platform performance through validation, troubleshooting, issue resolution, and continuous improvement activities. Define and execute testing strategies and support User Acceptance Testing (UAT) for new datasets, integrations, and platform capabilities onboarded into Data Cloud. Ensure data governance, data quality, privacy compliance, and adherence to platform and industry best practices, including GDPR and CCPA. This position is not eligible for relocation benefits or assistance. May work remotely or from home 2 days/week; must live within commuting distance of Expedia office.

Requirements

Bachelor’s degree in Computer Science, Data Engineering, or a related field followed by 5 years of progressive, postbaccalaureate experience in the job offered or in a related occupation.
Salesforce Data Cloud, including data streams, Data Lake Objects (DLOs), Data Model Objects (DMOs), identity resolution, and Calculated Insights
Salesforce Marketing Cloud and omnichannel customer data platform concepts
ETL/ELT, data integration, and CRM data pipeline design
SQL, data modeling, and SQL databases
Python and Java for coding snippets, data validation, integration, and orchestration support
AWS, cloud platforms, and DevOps or CI/CD practices
Data architecture, analytics, data quality, and performance monitoring
Data governance, privacy, and compliance best practices, including GDPR and CCPA
Testing strategies, validation, troubleshooting, and support for UAT in complex data environments

Responsibilities

Consistently apply and sometimes enhance customer relationship management, customer data platform, and data integration capabilities, principles, and playbooks to solve complex business issues and opportunities.
Operate largely independently and mentor more junior colleagues.
Demonstrate a comprehensive understanding of customer data, audience segmentation, activation, and engagement use cases to support communication plans and strategies.
Develop ability to define how to leverage customer data, audience insights, platform capabilities, and performance metrics to inform strategy and improve customer engagement.
Play a key part in defining and supporting CRM data and customer engagement solutions across Expedia Group’s brands.
Understand relevant complex software program(s) and platforms, including Salesforce Data Cloud and Salesforce Marketing Cloud.
Demonstrate competence in technical skills to design, develop, test, optimize, and maintain CRM data pipelines, integrations, and related platform solutions using relevant technologies and platforms.
Create clear, concise, and organized technical and operational materials, including reports, dashboards, presentations, runbooks, and documentation.
Break down information into understandable messages and actionable steps that fit into the overall plan and strategy.
Design, implement, and maintain 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 to support accurate, scalable, and reliable customer data processing.
Develop and maintain ETL/ELT processes, CRM data pipelines, and integrations that unify customer data and support segmentation, activation, and personalized customer engagement use cases.
Apply understanding of SQL, data modeling, and SQL databases to support data integration, data analysis, validation, and troubleshooting activities.
Use Python and Java for coding snippets, data processing, validation, integration, and data 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.
Establish working relationships with business, marketing, data engineering, and cross-functional technical stakeholders and gain stakeholder trust by effectively addressing their concerns to further long-term interests.
Help colleagues and stakeholders explore and understand broader business challenges, customer data needs, upstream and downstream data dependencies, and platform opportunities.
Use understanding of current business processes, objectives, and challenges to suggest technical solutions and improvements.
Support technical design discussions, implementation activities, testing strategies, and solution delivery for CRM and customer data platform initiatives.
Compile updates, present progress, and contribute to broader engineering and stakeholder discussions.
Identify methods for collecting data, perform data analyses, and articulate findings.
Measure and assess data quality, platform performance, operational effectiveness, and business impact using relevant data sources, validation methods, and monitoring procedures.
Proactively monitor data feeds, data quality, and platform performance through validation, troubleshooting, issue resolution, and continuous improvement activities.
Define and execute testing strategies and support User Acceptance Testing (UAT) for new datasets, integrations, and platform capabilities onboarded into Data Cloud.
Ensure data governance, data quality, privacy compliance, and adherence to platform and industry best practices, including GDPR and CCPA.