Senior Director, Customer Growth Strategy (Brand Expedia)

Expedia•Seattle, WA

7d•$269,000 - $430,500•Hybrid

About The Position

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. 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.

Requirements

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

Responsibilities

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