Senior Director, Customer Growth Strategy (Brand Expedia)

Expedia•Seattle, WA

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. 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.

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