Senior Director, Customer Growth Strategy (Brand Expedia)

Expedia Group is a leader in global travel, providing innovative solutions to enhance the travel experience. The Senior Director, Customer Growth Strategy will lead the customer growth agenda for Brand Expedia, focusing on new customer acquisition, retention, and loyalty while collaborating with cross-functional teams to drive measurable 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