Expedia Group
Director, Loyalty Strategy
Expedia Group
Base Pay Range $197,000/year – $275,500/year
Expedia Group brands power global travel for everyone, everywhere. We design cutting‑edge technology to make travel smoother and more memorable and 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 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.
About the Role Our loyalty members are the center of our business, driving revenue and long‑standing stickiness with our three brands – Expedia, Hotels.com, and Vrbo. We are looking for a Director of Loyalty Strategy to be a key part in driving continued program performance and evolution across our three brands. This role owns the strategy across all Expedia Group loyalty programs to shape the future of traveler relationships with a keen focus on keeping the traveler at the center.
As a strategic thinker with a deep understanding of loyalty program best practices, deep program economics, data‑driven insights, and an analytical mindset, you will identify new growth opportunities within the value propositions of each brand and ladder to the broader organizational strategy.
In This Role, You Will
Own the vision and develop strategies to grow and strengthen customer relationships, repeat, and stickiness through EG’s loyalty programs.
Manage and strengthen cross‑functional relationships to drive alignment of loyalty and brand strategies.
Be a strong advocate for loyalty at all levels, connecting program strategy back to the company’s broader strategy and ensuring loyalty has a clear voice across all levels of the business.
Flex between high‑level strategic vision and detailed problem‑solving, knowing when to dive in and when to delegate.
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 traveler – closely working with teams across EG to deliver effective brand marketing, product development and member experience initiatives.
Think both agile and short‑term (rapid test & learn) and scalable & long‑term with strategies and approaches for the traveler to build programmatic elements.
Work closely with Loyalty Performance, Finance and Analytics on program economics, business casing, and performance, and with Product, Tech, and XD teams to deliver on the intended program experience; collaborate with CRM, Marketing, Research & Insights teams to develop holistic program strategies and execution.
Team Leadership & Culture Stewardship
Manage, mentor, and grow a high‑performing team with a collaborative and innovative work environment.
Lead with a strategic mindset that empowers the team to move quickly, unblock challenges, and drive outcomes with clarity.
Unlock each team member’s potential, supporting individual development opportunities and addressing employee needs and goals.
Build trust and energy within the team and stakeholders while fostering a culture of ownership, curiosity, and accountability.
Manage workloads to ensure all team members are fully deployed and opportunities are given to grow skillsets and future leadership potential.
Experience and Qualifications
15+ years of experience; Bachelor’s degree preferred.
Experience managing and leading large‑scale, global loyalty program launches delivering exceptional outcomes with cross‑functional teams.
Strong understanding of developing and delivering engaging loyalty offerings.
Deep understanding of customer and partner audience to validate communication plans and strategies.
Strong analytical skills with ability to interpret complex data and drive decisions that enhance customer experience and program performance.
Ability to develop and maintain strong relationships across groups, collaborating effectively with product & technology, supply, brand marketing and customer support teams.
Ability to evangelize, influence and socialize recommendations 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.
Expertise in Microsoft Excel and PowerPoint.
Expertise in digital‑centric collaboration tools and communication tools.
Ability to leverage AI approaches to streamline and deliver work.
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 based on ongoing, demonstrated, and sustained performance.
Employees in this role will receive a full benefits package, including medical/dental/vision, paid time off, Employee Assistance Program, wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
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.
We are proud to be named a Best Place to Work on Glassdoor in 2024 and recognized for award‑winning culture by organizations such as Forbes, TIME, Disability:IN, and others.
Expedia Group and 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. The employer will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee’s I‑9 to confirm work authorization.
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Base Pay Range $197,000/year – $275,500/year
Expedia Group brands power global travel for everyone, everywhere. We design cutting‑edge technology to make travel smoother and more memorable and 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 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.
About the Role Our loyalty members are the center of our business, driving revenue and long‑standing stickiness with our three brands – Expedia, Hotels.com, and Vrbo. We are looking for a Director of Loyalty Strategy to be a key part in driving continued program performance and evolution across our three brands. This role owns the strategy across all Expedia Group loyalty programs to shape the future of traveler relationships with a keen focus on keeping the traveler at the center.
As a strategic thinker with a deep understanding of loyalty program best practices, deep program economics, data‑driven insights, and an analytical mindset, you will identify new growth opportunities within the value propositions of each brand and ladder to the broader organizational strategy.
In This Role, You Will
Own the vision and develop strategies to grow and strengthen customer relationships, repeat, and stickiness through EG’s loyalty programs.
Manage and strengthen cross‑functional relationships to drive alignment of loyalty and brand strategies.
Be a strong advocate for loyalty at all levels, connecting program strategy back to the company’s broader strategy and ensuring loyalty has a clear voice across all levels of the business.
Flex between high‑level strategic vision and detailed problem‑solving, knowing when to dive in and when to delegate.
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 traveler – closely working with teams across EG to deliver effective brand marketing, product development and member experience initiatives.
Think both agile and short‑term (rapid test & learn) and scalable & long‑term with strategies and approaches for the traveler to build programmatic elements.
Work closely with Loyalty Performance, Finance and Analytics on program economics, business casing, and performance, and with Product, Tech, and XD teams to deliver on the intended program experience; collaborate with CRM, Marketing, Research & Insights teams to develop holistic program strategies and execution.
Team Leadership & Culture Stewardship
Manage, mentor, and grow a high‑performing team with a collaborative and innovative work environment.
Lead with a strategic mindset that empowers the team to move quickly, unblock challenges, and drive outcomes with clarity.
Unlock each team member’s potential, supporting individual development opportunities and addressing employee needs and goals.
Build trust and energy within the team and stakeholders while fostering a culture of ownership, curiosity, and accountability.
Manage workloads to ensure all team members are fully deployed and opportunities are given to grow skillsets and future leadership potential.
Experience and Qualifications
15+ years of experience; Bachelor’s degree preferred.
Experience managing and leading large‑scale, global loyalty program launches delivering exceptional outcomes with cross‑functional teams.
Strong understanding of developing and delivering engaging loyalty offerings.
Deep understanding of customer and partner audience to validate communication plans and strategies.
Strong analytical skills with ability to interpret complex data and drive decisions that enhance customer experience and program performance.
Ability to develop and maintain strong relationships across groups, collaborating effectively with product & technology, supply, brand marketing and customer support teams.
Ability to evangelize, influence and socialize recommendations 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.
Expertise in Microsoft Excel and PowerPoint.
Expertise in digital‑centric collaboration tools and communication tools.
Ability to leverage AI approaches to streamline and deliver work.
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 based on ongoing, demonstrated, and sustained performance.
Employees in this role will receive a full benefits package, including medical/dental/vision, paid time off, Employee Assistance Program, wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.
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.
We are proud to be named a Best Place to Work on Glassdoor in 2024 and recognized for award‑winning culture by organizations such as Forbes, TIME, Disability:IN, and others.
Expedia Group and 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. The employer will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee’s I‑9 to confirm work authorization.
#J-18808-Ljbffr