At a Glance
- Tasks: Lead loyalty operations and enhance travel experiences for our global community.
- Company: Join Expedia Group, a leader in global travel innovation.
- Benefits: Enjoy travel perks, flexible work, generous time-off, and career development.
- Other info: Be part of an award-winning culture that values diversity and inclusion.
- Why this job: Shape unforgettable travel journeys and connect with diverse travellers.
- Qualifications: 7+ years in loyalty or marketing; strong analytical and communication skills.
The predicted salary is between 60000 - 75000 € per year.
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 flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
We create and deliver tailored marketing strategies for Expedia Group’s brands, focusing on establishing strong connections and cohesive experiences for travelers and partners. We leverage our functional expertise and creative excellence to build trust and loyalty for our brands through innovative marketing approaches and technology.
Are you excited by the opportunity to take our business to the next level delivering value, unforgettable travel experiences and unlocking new business opportunities? Do you have a passion for the traveler and our partners, and a curiosity for what makes them tick? At Expedia Group, we aim to be the most rewarding place to book travel. Our loyalty members are the center of our business, driving revenue and satisfaction and making up the majority of our overall traveler revenue to EG.
The Loyalty Operations & Experience team keeps our loyalty programs running smoothly and improving over time. We champion members by ensuring every touchpoint is consistent, intuitive, and rewarding, and we support internal teams with clear documentation so there is a single, consistent understanding of how our programs work.
Role summary
The Loyalty Operations and Experience Manager serves as a subject matter expert for a defined set of loyalty experiences, and owner of key operational processes. This role ensures the assigned loyalty experience area is intuitive, rewarding, and operationally robust across all touchpoints and channels, while staying aligned to our overall program and brand strategies. You will translate program vision and rules into clear, scalable operational processes, documentation, and experiences, partnering closely with TEaL, Loyalty Performance, Product, Technology, Finance, Legal, Accounting, and our Brands to deliver simple, consistent, and delightful loyalty journeys for travelers.
This is a manager‑level role for an individual who is hands‑on in operations, comfortable with complex details, and able to influence cross‑functional stakeholders to maintain and improve the loyalty experience.
In this role, you will:
- Subject Matter Expert for loyalty experiences
- Enhancement backlog & continuous improvement
- Internal Process Owner
- Issue management & remediation
- Audits, controls, and quality
Experience & Qualifications
Experience: 7+ years of relevant experience; bachelor’s degree preferred.
Background: Experience in loyalty, marketing, product operations, or a related discipline, including experience running or optimizing complex customer programs and processes.
Loyalty & customer expertise: Strong understanding of loyalty program mechanics, customer journeys, and how to improve experiences that are simple, transparent, and rewarding for travelers.
Operational excellence: Proven track record designing and running scalable operational processes, documentation, and frameworks in a fast‑paced, global environment.
Analytical skills: Comfortable working with data to diagnose issues, size opportunities, and measure impact; experience with tools such as Excel, Tableau, or similar analytics platforms is strongly preferred.
Financial acumen: Able to interpret financial and performance data, understand P&L and unit economics impacts, and build business cases that balance traveler value, cost, and commercial outcomes.
Influence & communication: Ability to collaborate and build strong relationships across functions and levels, using clear written and verbal communication to drive decisions and shared outcomes.
Execution & adaptability: Comfortable handling multiple projects simultaneously while remaining organized and detail‑oriented; resilient and able to adapt as business priorities and strategies evolve.
Tools & ways of working: Proficient with modern collaboration tools and open to leveraging AI and automation to streamline and scale operational work.
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™.
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, religion, gender, sexual orientation, national origin, disability or age.
Loyalty Operations and Experience Manager in London employer: ENGINEERINGUK
Expedia Group is an exceptional employer that prioritises its employees' well-being and growth, offering a comprehensive benefits package that includes exciting travel perks, generous time-off, and flexible work arrangements. Our vibrant and inclusive culture fosters collaboration and innovation, ensuring that every team member feels valued and empowered to contribute to shaping the future of travel. With ample opportunities for career development and a commitment to creating memorable experiences for both travellers and partners, joining Expedia Group means embarking on a rewarding journey in a dynamic industry.
StudySmarter Expert Advice🤫
We think this is how you could land Loyalty Operations and Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Expedia Group. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by diving deep into loyalty programs and customer experiences. Show us your passion for travel and how you can enhance our members' journeys. We love candidates who can think outside the box!
✨Tip Number 3
Don’t just wait for job postings! Keep an eye on our website and apply directly. We’re always looking for talent, and applying through our site gives you a better chance to stand out.
✨Tip Number 4
Follow up after interviews! A quick thank-you note can leave a lasting impression. It shows you’re genuinely interested and keeps you on our radar as we make decisions.
We think you need these skills to ace Loyalty Operations and Experience Manager in London
Some tips for your application 🫡
Show Your Passion for Travel:When you're writing your application, let your love for travel shine through! Share personal experiences or insights that connect you to the role and demonstrate how you can enhance the travel experience for others.
Be Clear and Concise:We appreciate straightforward communication. Make sure your application is easy to read and gets straight to the point. Highlight your relevant experience and skills without fluff – we want to see what makes you a great fit!
Tailor Your Application:Don’t just send a generic application. Take the time to tailor your CV and cover letter to the specific role of Loyalty Operations and Experience Manager. Mention how your background aligns with our goals and values at Expedia Group.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team. Plus, it’s super easy!
How to prepare for a job interview at ENGINEERINGUK
✨Know Your Loyalty Mechanics
Before the interview, dive deep into the loyalty program mechanics that Expedia Group uses. Understand how they work and be ready to discuss how you can enhance these experiences. This shows your passion for the role and your commitment to delivering value.
✨Showcase Your Analytical Skills
Be prepared to talk about your experience with data analysis. Bring examples of how you've used tools like Excel or Tableau to diagnose issues or measure impact in previous roles. This will demonstrate your ability to make data-driven decisions, which is crucial for this position.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly. Since this role involves influencing cross-functional teams, being able to communicate effectively is key. Use examples from your past where you successfully collaborated with different departments to achieve a common goal.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you've had to manage complex customer programs or resolve operational issues. Prepare to explain your thought process and the outcomes of your actions.
