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Senior Director, Customer Communication and Marketing
Expedia
Bellevue, WA, United States
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Expedia
Head of Customer Communication and Marketing
Expedia is looking for a dynamic customer focused, data driven and operationally minded leader for their Customer Communication and Marketing (email, app notifications, chat, browser notifications and more). This role is accountable for the strategy, execution and delivery of billions of personalized communications that go to our customers across the globe every year. This includes everything from the delivery of trip itineraries, to marketing emails, after stay surveys, review requests, and data science-driven insights and predictions that help customer book and experience great trips. Expect to both solve and evolve the complicated global operations that go along with building communication campaigns in email, push, browser and other channels in multiple languages, cultures, and currencies as well and driving your team to innovate in the realms of product and customer insights that feed these communications.
General Responsibilities:
• Build and manage a team that sets strategy and orchestrates the work of creative/design, platform, product, statisticians, and data scientist teams, to develop personalized and purposeful customer communications via email, app push, chat, browser notification and other communication platforms.
• Lead a team of 20-30 product and marketing professionals.
• Along with engineering leadership set prioritize for product/technology development.
• Show deep customer empathy and be maniacal about the customer experience, not only in our outgoing communication but across the site.
• Incorporate brand, tone of voice and other guidelines and expertly fit them to the context of each message and message platform (email, push notification, etc).
• Stay up-to date on the current technology and industry trends to stay on the bleeding edge.
• Develop and manage a high velocity test program to continuously improve our communications.
• Provide direct input and feature requirements to improve our customer communications platform.
• Create scale through rigorous business operations that allow for high quality, repeated results across a complex global ecosystem with different languages, legal requirements, travel patterns, cultures, etc.
• Leverage your vision and passion for the customer to infect other teams and affect change across the business.
• Run day-to-day communications operations accros our global footprint of sites and ensure both P&L and customer objectives are met.
Requirements/Qualifications:
• Education/career foundation in Computer Science /Software Engineering preferred.
• Minimum 10 years of experience in e-commerce or customer facing technology.
• Experience building and managing high performing teams.
• Knowledge of email marketing or e-commerce personalization a plus.
• Ability to influence senior executives and peers to get things done.
• Collaborative, open, humble working style that brings people to your cause.
• Demonstrated track record of creative and structured approach to problem solving.
• Track record of delivering high quality results, whilst thriving in a quickly paced environment.
• Proven track record in influence the culture of organizations, your own and beyond.
Expedia 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. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.