Senior Director, Customer Growth Strategy (Brand Expedia)

Senior Director, Customer Growth Strategy

Lead the customer growth agenda for Brand Expedia, managing acquisition, retention, loyalty and lifetime value, and overseeing a small team of senior managers.
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 senior manager team to drive 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 improve conversion and repeat rates.
Collaborate with the Loyalty team on One Key program evolution, ensuring loyalty levers are integrated into the broader growth plan.
Define and execute Brand Expedia’s customer service strategy in partnership with service, legal, marketing, and product to improve 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.
Qualifications

Bachelor’s degree in Business, Economics, Finance, or related field; MBA preferred; or equivalent 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.
Deep fluency in customer lifecycle marketing, CRM, loyalty, and cross‑channel growth levers.
Strong analytical and financial acumen, capable of moving between data, strategy, and executive storytelling.
Demonstrated ability to lead through influence, bringing together cross‑functional groups without direct authority.
Experience leading and developing senior individual contributors and people managers, building high‑performing, engaged teams.
Excellent communication skills; able to synthesize complex concepts into simple stories.
Compensation

The total cash range for this position in Seattle is $269,000.00 to $376,500.00, with potential to increase up to $430,500.00 based on performance.
Benefits

Medical, dental, vision, paid time off, Employee Assistance Program.
Wellness & travel reimbursement, travel discounts, International Airlines Travel Agent membership.
EEO Statement

Expedia Group 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.

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