Director, Loyalty Strategy and Performance

You will need to login before you can apply for a job.

Director, Loyalty Strategy and Performance

Employer: Expedia Group
Location: London, United Kingdom
Salary: USD 197,000.00 – 275,500.00; USD 315,000.00
Closing date: 6 Apr 2025

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 know 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 global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees’ passion for travel and ensure a rewarding career journey.

Introduction to team
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. We are looking for a Director of Loyalty Strategy and Performance to join us and be a key part in driving continued program performance and evolution. This role will own the longer-term loyalty programs strategy and improving performance on an ongoing basis.

The Director, Loyalty Strategy and Performance, will be responsible for leading EG’s loyalty programs globally. This will require close collaboration with the Brands leaders to align the loyalty program strategy and purpose to drive Brand goals and KPIs. This role requires a strategic thinker with a deep understanding of loyalty programs best practices. It also requires a working understanding of program economics, financial forecasts, and an analytical mindset to dive into data to find new loyalty program driven growth opportunities. The position impacts organizational strategy and expertly translates vague business requirements into the team strategy to accomplish team/departmental goals. This role regularly interfaces with executive (VP/SVP+) leadership.

This role will also proactively identify areas of opportunity to improve the traveler experience, strengthen traveler engagement and drive brand loyalty through enhancements to the current offering.

In this role, you will:

Strategic Thinking and Cross Team Collaboration:

• Own the vision and develop strategies to grow and strengthen loyalty through the loyalty program.
• Manage partner relationships to drive alignment of loyalty and brand strategies.
• 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 program ensuring it delivers tangible value and resonates with target customer segments.
• Be the voice of the loyalty member providing actionable feedback for effective marketing product development and experience initiatives.

Performance Reporting:

• Conceptualize the data architecture needed to support long-term goals.
• Partner with analytics, finance and performance team to track, analyze and report on key marketing metrics and KPIs to measure program and program feature effectiveness.
• Identify new revenue opportunities to develop innovative personalization and segmentation strategies.
• Partner with IR, Brands and analytics on monthly and quarterly reporting with commentary of loyalty program performance.

Team Leadership:

• Manage and mentor a high performing team, fostering a collaborative and innovative work environment with a Go Get What’s Next attitude. Set clear objectives, provide regular feedback and conduct periodic performance evaluations.
• Work with team to develop individual performance plans addressing employee needs and meeting team goals.
• Manage workloads to ensure all team members are fully deployed and skills are matched to the work requirements.

Experience/qualifications:

• 12+ years experience with Bachelor’s degree preferred.
• Experience managing and leading large scale, global loyalty marketing projects delivering exceptional outcomes typically involving cross functional team of 10+.
• A strong understanding of developing and delivering engaging loyalty propositions.
• Deep understanding of customer and partner audience to validate communication plan and strategies.
• Strong analytical skills with the ability to interpret complex data and drive decisions that enhance customer experience and program performance.
• Ability to develop and maintain strong relationships across departments, collaborating effectively with creative, sales, tech, and customer support teams.
• Ability to influence and change mindsets 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 simultaneously while remaining detail-oriented and adaptable.

Other Experiences/qualifications:

• Expertise in Microsoft Excel and Powerpoint.
• 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, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. 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.

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

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group’s family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group Media Solutions, Expedia Local Expert®, CarRentals.com, and Expedia Cruises. 2024 Expedia, Inc. All rights reserved.

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.

#J-18808-Ljbffr