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Director of Customer Communication and Marketing
Expedia
Bellevue, WA, United States
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Expedia
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. 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. You will partner with domain authorities in statistics, machine learning, visual design and web development to bring compelling, useful and cohesive communications to our millions of global customers.
General Responsibilities:
• Build and lead a team that sets strategy and orchestrates the work of all customer facing external communications and marketing campaigns across push, email, app notification and other platforms.
• Work with UI/UX, product, localization and other teams to develop and evolve comprehensive lifecycle communication strategy that takes customers from discover, shopping booking, through their stay and after to sharing.
• Participate as a key member of the Customer Communication team to form a coherent global strategy for customer communication.
• Show deep customer empathy and be super excited 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).
• Develop and run 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.
• Demonstrate your vision and passion for the customer to infect other teams and affect change across the business.
• Run day-to-day communications operations across our global footprint of sites and ensure both P&L and customer objectives are met.
Requirements/Qualifications:
• Minimum 10 years of e-commerce experience or customer facing technology.
• Experience in e-commerce personalization and/or product development preferred
• Experience building and leading 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.
• Demonstration of creative and structured approach to problem solving.
• Track record of delivering high quality results, whilst thriving in a quickly paced environment.
• Proven ability to 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.