📌 Core Information
🔹 Job Title: Segment Marketing (CRM) Senior Specialist
🔹 Company: Expedia Group
🔹 Location: UK - London
🔹 Job Type: Full-Time
🔹 Category: Marketing
🔹 Date Posted: April 4, 2025
🔹 Experience Level: Mid-Senior level
🔹 Remote Status: On-site (Hybrid)
🚀 Job Overview
Key aspects of this role include:
- Managing global retention initiatives for Expedia, Hotels.com, and VRBO
- Partnering with cross-functional teams for data-driven campaign development
- Delivering compelling customer-centric campaigns from creative brief to execution
- Reporting on campaign performance and driving program enhancements
- Collaborating with finance to ensure return on investment
ASSUMPTION: This role requires a strong balance of analytical skills, creativity, and stakeholder management to drive successful retention campaigns across multiple brands.
📋 Key Responsibilities
✅ Manage end-to-end development and execution of global retention initiatives
✅ Report on campaign performance and identify key performance insights
✅ Partner with analytics to develop new program enhancements
✅ Brief creative and partner with production teams for campaign execution
✅ Support operational aspects of retention programs and maintain process efficiency
✅ Collaborate with finance to ensure return on investment
✅ Develop test approach for owned retention optimizations
✅ Work closely with cross-functional teams, including Creative, Product, Tech, Production, and Loyalty
ASSUMPTION: This role involves a high level of cross-functional collaboration and requires strong project management skills to balance multiple initiatives.
🎯 Required Qualifications
Education: Bachelor's degree in Marketing, Business, Economics, or related fields
Experience: At least 3-5 years in a CRM role, preferably in e-commerce and/or retention marketing space
Required Skills:
- Data-driven analytical mindset
- Proven ability to improve marketing effectiveness through data and insights
- Experience delivering compelling customer-centric campaigns
- Strong stakeholder management skills
- Attention to detail in dealing with complex projects
- Experience working on incentive campaigns (a plus)
- Proficient in MS Office; experience with Jira, Tableau, Salesforce Marketing Cloud, or other communication tools a plus
Preferred Skills:
- Experience with business casing and program-level reporting
- Fluency in additional languages
ASSUMPTION: Candidates with a strong background in CRM, data analysis, and campaign management will be well-suited for this role.
💰 Compensation & Benefits
Salary Range: £50,000 - £65,000 per annum (Estimated, based on market research and company size)
Benefits:
- Travel perks
- Generous time-off
- Parental leave
- Career development resources
Working Hours: Full-time, hybrid work arrangement (2-3 days per week in the office)
ASSUMPTION: The salary range is estimated based on market research and company size. Actual compensation may vary based on experience and skills.
📌 Applicant Insights
🔍 Company Context
Industry: Travel and Hospitality, with a focus on e-commerce and online travel services
Company Size: Large (10,001+ employees), offering extensive resources and opportunities for growth
Founded: 1996, with a rich history in the online travel industry
Company Description:
- Expedia Group is a global travel platform that powers travel for everyone, everywhere
- Offers a wide range of travel brands, including Expedia, Hotels.com, VRBO, and more
- Committed to creating an inclusive work environment with a diverse workforce
Company Specialties:
- Technology and Software Development
- Travel and Hospitality
- E-commerce
- Sales and Business Development
- Big Data and Analytics
- Mobile and App Development
- Search Engine Optimization (SEO) and Marketing (SEM)
Company Website: expediagroup.com
ASSUMPTION: Expedia Group's large size and extensive brand portfolio offer applicants diverse career growth opportunities and exposure to various aspects of the travel industry.
📊 Role Analysis
Career Level: Mid-Senior level, with potential for growth into management or specialist roles
Reporting Structure: This role reports directly to the Senior Manager, CRM Retention Marketing
Work Arrangement: Hybrid, with 2-3 days per week in the office (London)
Growth Opportunities:
- Progression into management or senior specialist roles within the CRM team
- Expansion into other marketing disciplines or brand-specific roles
- Career development through training and mentorship programs
ASSUMPTION: This role offers strong growth potential within the CRM team and across the broader marketing organization.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspace with on-site amenities
Office Location(s): London, UK
Geographic Context:
- London offers a vibrant, multicultural environment with excellent connectivity to other major cities
- Home to numerous tech and travel companies, providing ample networking opportunities
- Rich in history, culture, and entertainment, with a wide range of neighborhoods to explore
Work Schedule: Standard business hours, with flexibility for remote work
ASSUMPTION: The hybrid work arrangement offers a good balance between on-site collaboration and remote flexibility.
💼 Interview & Application Insights
Typical Process:
- Phone or video screen with the hiring manager
- In-depth interview with the CRM team and other stakeholders
- Case study or project presentation (if applicable)
- Final interview with the senior manager or director
Key Assessment Areas:
- Data analysis and problem-solving skills
- Campaign management and creative thinking
- Stakeholder management and communication
- Cultural fit and alignment with company values
Application Tips:
- Highlight relevant CRM and retention marketing experience in your resume
- Tailor your cover letter to emphasize your passion for travel and customer engagement
- Prepare for behavioral and scenario-based interview questions
ATS Keywords: CRM, Retention Marketing, Customer Engagement, Data Analysis, Campaign Management, Stakeholder Management, Marketing Effectiveness
ASSUMPTION: The interview process will focus on assessing the candidate's technical skills, cultural fit, and ability to thrive in a collaborative, data-driven environment.
🛠️ Tools & Technologies
- MS Office Suite (Excel, PowerPoint, Word)
- Jira (project management)
- Tableau (data visualization)
- Salesforce Marketing Cloud (email marketing)
- Google Analytics (web analytics)
ASSUMPTION: Proficiency in these tools is essential for success in this role, and candidates should be comfortable learning and using new technologies as needed.
👔 Cultural Fit Considerations
Company Values:
- We are customer-obsessed
- We think and act like owners
- We trust and empower each other
- We embrace diversity and inclusion
- We are one global team
Work Style:
- Collaborative and cross-functional teamwork
- Data-driven decision-making
- Agile and adaptable approach to work
- Strong focus on customer engagement and retention
Self-Assessment Questions:
- How do you embody Expedia Group's customer-obsessed value in your work?
- Describe a time when you had to influence stakeholders to drive a marketing initiative forward.
- How do you stay organized and manage your time when working on multiple projects simultaneously?
ASSUMPTION: Candidates who align with Expedia Group's values and can demonstrate a strong work ethic, collaborative mindset, and customer focus will thrive in this role.
⚠️ Potential Challenges
- Managing multiple retention campaigns simultaneously, requiring strong organizational skills and time management
- Working with diverse stakeholders, necessitating excellent communication and collaboration skills
- Keeping up with the fast-paced, ever-evolving travel industry, requiring continuous learning and adaptation
- Balancing data-driven decision-making with creative campaign development
ASSUMPTION: These challenges can be overcome by candidates with strong problem-solving skills, adaptability, and a passion for continuous learning.
📈 Similar Roles Comparison
- This role focuses more on retention marketing than acquisition, with a stronger emphasis on customer engagement and loyalty
- Expedia Group's large brand portfolio offers more diverse campaign opportunities compared to smaller companies
- Career progression may involve moving into management or specialized roles within the CRM team or broader marketing organization
ASSUMPTION: Candidates should consider their long-term career goals and how this role aligns with their desired path in marketing or the travel industry.
📝 Sample Projects
- Developing and executing a global retention campaign for Expedia Rewards members
- Analyzing customer data to identify trends and optimize retention strategies
- Collaborating with cross-functional teams to enhance the customer experience across multiple touchpoints
ASSUMPTION: These sample projects illustrate the data-driven, collaborative nature of the role and the opportunity to make a significant impact on customer engagement and retention.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and how this role fits within the broader CRM organization?
- How does Expedia Group support the professional development and growth of its employees?
- What are the key performance indicators (KPIs) for this role, and how will my success be measured?
- How does this role contribute to Expedia Group's overall business strategy and customer engagement goals?
- What are the most rewarding aspects of working in the CRM team at Expedia Group?
ASSUMPTION: Asking thoughtful, well-researched questions demonstrates your interest in the role and commitment to success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the Expedia Group careers portal
- Tailor your resume to highlight relevant CRM and retention marketing experience
- Write a compelling cover letter explaining your passion for travel and customer engagement
- Prepare for behavioral and scenario-based interview questions by reflecting on your past experiences and accomplishments
- Follow up with the recruiter one week after submitting your application to confirm receipt and express your continued interest
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
