Senior Director, Customer Growth Strategy (Brand Expedia)

Introduction to the team
Expedia Group’s consumer business has three flagship brands:

Expedia® is the one-stop shop for travel, with a mission of helping travelers get the most out of every trip they take by providing everything they need all in one place, and feel supported every step of the way.

Hotels.com® is the hotels expert that is all about giving travelers more of what they want — whether that’s instant savings, flexible options, or rewards they can actually use.

Vrbo® is the trusted vacation rental brand perfecting stays before they happen by helping travelers find their perfect fit, ensuring quality homes and hosts, and providing trusted support.

These teams set the strategic vision, operating plans, and investment priorities to create compelling and distinct traveler value and drive business growth. The team is responsible for effectively partnering with cross-functional teams in Marketing, Product, Technology, Supply, Advertising, Servicing, and Corporate Functions to deliver the best traveler and business outcomes.

Responsibilities

Own the customer growth strategy for Brand Expedia, including targets for active customer growth, new customer acquisition and 12‑month repeat rate.

Lead a team of senior managers driving strategy and tactics across customer service, loyalty and customer lifecycle cohorts.

Partner with CRM, Marketing and Product teams to design and optimize end‑to‑end customer journeys that measurably improve conversion and repeat rates.

Partner with the Loyalty team on One Key program evolution, ensuring loyalty levers are integrated into the broader customer growth plan and translate into stickiness and CLV.

Define and execute Brand Expedia’s customer service strategy, working with the service organization, Legal, Marketing, and Product to improve the support experience while managing P&L impact.

Build the analytical backbone for customer decisions — working with Analytics and Finance on CLV, segmentation, and investment trade‑offs.

Contribute to 3‑year strategic plans, annual financial planning, and executive‑level narrative and reviews.

Experience and qualifications

Bachelor’s degree in Business, Economics, Finance, or related field; MBA preferred; or equivalent related professional experience.

12+ years of experience in e‑commerce marketplaces, customer growth, consumer strategy, P&L management, or management consulting, with at least 5+ years of people leadership experience.

Proven track record of owning and delivering customer growth outcomes (acquisition, retention, LTV) at scale in a consumer or marketplace business.

Deep fluency in customer lifecycle marketing, CRM, loyalty, and cross‑channel growth levers; you understand how funnels, journeys and segments connect to financial outcomes.

Strong analytical and financial acumen, with the ability to move fluently between data, strategy and executive storytelling.

Demonstrated ability to lead through influence — bringing together large cross‑functional groups (Marketing, Product & Tech, Analytics, Finance, Service) to deliver shared outcomes without direct authority.

Experience leading and developing senior individual contributors and people managers, with a track record of building high‑performing, engaged teams.

Excellent communication skills; able to synthesize complex concepts into simple stories, and communicate clearly with both technical and non‑technical audiences.

Compensation
The total cash range for this position in Seattle is $269,000.00 to $376,500.00. Employees in this role have the potential to increase their pay up to $430,500.00, 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.

Benefits
Expedia Group offers a comprehensive benefits package that includes medical, dental, vision, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

EEO Statement
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, veteran status, or any other characteristic protected by law. 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.

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