CRM Manager

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. 

Experience and qualifications:

Employer will accept a 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. 

Position requires:  

1. Salesforce Data Cloud, including data streams, Data Lake Objects (DLOs), Data Model Objects (DMOs), identity resolution, and Calculated Insights; 

2. Salesforce Marketing Cloud and omnichannel customer data platform concepts; 

3. ETL/ELT, data integration, and CRM data pipeline design; 

4. SQL, data modeling, and SQL databases; 

5. Python and Java for coding snippets, data validation, integration, and orchestration support; 

6. AWS, cloud platforms, and DevOps or CI/CD practices; 

7. Data architecture, analytics, data quality, and performance monitoring; 

8. Data governance, privacy, and compliance best practices, including GDPR and CCPA; 

9. Testing strategies, validation, troubleshooting, and support for UAT in complex data environments. 

• The total cash range for this position in Chicago is $167,336 to $173,000/year. 

• Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future. 

• Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits. 
   

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Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Benefits and perks

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.