Director, Loyalty Strategy

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 everyone knows 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, and career development resources to fuel employees' passion for travel and ensure a rewarding career journey.

Director, Loyalty Strategy

We create and deliver an aligned, dedicated marketing strategy to fuel each Expedia Group brand's success. Since our travelers interact with us through our brands, we have a brand focus in our marketing, while leveraging the scale and efficiency we've built in functional expertise.

Our loyalty members are the center of our business, driving revenue and long standing stickiness with our three brands - Expedia, and Vrbo. The Director of Loyalty Strategy will own the strategy across the EG loyalty programs to shape the future of traveler relationships, keeping the traveler at the center.

In this role, you will:

• Own the vision and develop strategies to grow and strengthen customer relationships, repeat, and stickiness through EG's loyalty programs.
• Manage and strengthen cross functional relationships to drive alignment of loyalty and brand strategies.
• Be a strong advocate for loyalty at all levels and connect program strategy back to the company's broader strategy.
• Flex between high level strategic vision and detailed problem solving, knowing when to dive in and when to delegate.
• Utilize market research, customer insights, competitor data, and data analytics to identify opportunities for customer engagement, segmentation, and personalized experiences.
• Design, implement, and optimize loyalty programs ensuring they deliver tangible value and resonate with target customer segments.
• Be the voice of the traveler - closely working with teams across EG to deliver effective brand marketing, product development, and member experience initiatives.
• Think both agile and short term (rapid test & learn) and scalable long term strategies for the traveler to build programmatic elements.
• Work closely with Loyalty Performance, Finance, Analytics, Product, Tech, and XD teams to deliver on the intended program experience.

Team Leadership & Culture Stewardship

• Manage, mentor, and grow a high performing team with a collaborative and innovative work environment.
• Lead with a strategic mindset that empowers the team and enables rapid problem resolution.
• Unlock each team member's potential and support individual development opportunities.
• Build trust and energy within the team and stakeholders while fostering a culture of ownership, curiosity, and accountability.
• Manage workloads to ensure all team members are fully deployed and opportunities are given to grow skill sets.

Experience and Qualifications

• 15+ years' experience; Bachelor's degree preferred.
• Experience managing and leading large scale, global loyalty program launches with cross functional teams.
• Strong understanding of developing engaging loyalty offerings.
• Deep understanding of customer and partner audiences to validate communication plans and strategies.
• Strong analytical skills and ability to interpret complex data to drive customer experience improvements.
• Ability to develop and maintain strong relationships across groups, collaborating with product & technology, supply, brand marketing, and customer support teams.
• Ability to evangelize, influence, and socialize recommendations at all levels of the organization.
• Passion for creating innovative customer experiences and driving retention through data driven approaches.
• Ability to work in a fast paced environment, handling multiple projects while remaining detail oriented and adaptable.

Technical Skills

• Expertise in Microsoft Excel and PowerPoint.
• Expertise in digital collaboration tools and communication platforms.
• Ability to leverage AI approaches to streamline and deliver work.
• Strong Tableau knowledge.

The total cash range for this position in Seattle is $197,000.00 to $275,500.00. Employees in this role have the potential to increase their pay up to $315,000.00 based on ongoing, demonstrated, and sustained performance.

Expedia Group is proud to offer a wide range of benefits, including medical, dental, vision, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and an International Airlines Travel Agent membership.

Accommodation requests

If you need assistance with any part of the application or hiring process due to a disability or other physical or mental health condition, please reach out to our Recruiting Accommodations Team through the Accommodation Request form.

Expedia Group is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The employer participates in E-Verify. The employer will provide the SSA and, if necessary, DHS with information from each new employee's I-9 to confirm work authorization.