Lead Client Success Manager (Lead CSM), Media Agency - FTC

Expedia Group•Published 20 hours ago•First seen 5 hours ago

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Introduction to the team

At Expedia Group Advertising (EGA), we provide marketers with access to the world's most powerful travel advertising platform, fueled by unmatched first-party data. Our team of digital marketing experts empowers partners to connect with travelers globally, drive engagement, and exceed performance metrics through innovative, data-driven advertising solutions. For more information, visit advertising.expedia.com.

The EGA Client Success team's primary responsibility is leading the creative production and implementation of media campaigns for EGA's portfolio of travel marketing partners. In this role, you will partner closely with our Sales, Ad Operations, Planning & Insights, Product, and vendor teams to launch and manage media campaigns that help meet and exceed revenue and performance targets while providing a high standard of client service to our advertising partners.

This role supports the Agency & Non-Endemic vertical, working with media agencies, agency groups, holding companies, and their clients across a range of advertiser categories, including financial services, fintech, insurance, retail, consumer packaged goods, luxury, automotive, consumer technology, entertainment, healthcare, and other non-travel sectors. The role requires strong experience working with media agencies and agency-led campaigns, together with the ability to adapt recommendations across different client objectives, markets, and verticals.

While this role is primarily dedicated to the Agency & Non-Endemic vertical, there may be times when this person is asked to support other endemic verticals based on business needs. The ability to work flexibly across verticals is a valued part of this role.

In this role, you will;

Partner with Sales, media agencies, and clients, liaising with internal teams on campaign strategy, creative production, and implementation across complex, high-visibility campaigns and strategic accounts.

Advise agencies and clients on preferred approaches using Expedia data and insights, industry trends, competitive context, and vertical knowledge to shape campaign goals, creative strategy, and partner recommendations.

Coordinate campaign production tasks with vendor partners and internal teams to support on-time launches across assigned campaigns, including complex or high-priority work.

Monitor pacing and performance throughout the campaign lifecycle, optimise strategically, and step in early to resolve or escalate issues as needed to keep campaigns and partner objectives on track.

Oversee inventory reservation requests and creative scheduling activities with Technical Ad Operations, using vendor resources appropriately and leading through complex troubleshooting or escalations when needed.

Collaborate with Sales and other teams to prepare creative performance and insights, drawing broader conclusions and recommendations for strategic agency accounts and non-endemic advertiser verticals.

Lead client and agency calls to review creative strategy, production timelines, campaign performance, and next steps, representing the team with confidence and sound judgement.

Build trusted relationships across media agency networks, including agency leadership, planning, activation, investment, and operations stakeholders.

Support upsell and cross-sell initiatives through partner education, sharing relevant insights, reports, new product opportunities, and case studies from comparable clients or verticals.

Coordinate relevant case studies, reports, workshops, and best-practice materials that help agencies and clients understand and adopt EGA solutions.

Mentor teammates and serve as a go-to resource for peers on complex campaigns, partner issues, agency ways of working, and best practices.

Lead team and cross-functional improvement efforts that strengthen campaign execution, partner service, and operational efficiency, bringing together input from across regions and team levels before forming recommendations.

Support the manager with business metrics, reporting, creative approvals, policy exceptions, and higher-order problem solving as needed.

Experience and Qualifications;

Bachelor's or Master's degree, or equivalent experience.

5+ years of relevant experience in a media-related role within an agency, client, or advertising team.

Proven experience working directly with media agencies, agency groups, or holding companies across multiple advertiser verticals and client categories.

Proven experience supporting agency-led non-endemic, brand, or multi-channel advertising campaigns.

Strong command of campaign briefs, campaign management, optimisation, and reporting, with the ability to improve processes and guide complex executions, including non-standard or partner-integrated programs.

Strong understanding of agency planning, buying, activation, measurement, and partner expectations.

Advanced skills in Microsoft Excel and PowerPoint.

Strong communication skills, analytical rigor, problem-solving ability, and business acumen.

Demonstrated ability to independently prioritise and deliver across multiple deadlines, synthesise diverse organisational perspectives, and build trusted relationships while serving as a go-to partner on complex work.

Experience with campaign and workflow tools such as Salesforce, Jira, Google Ad Manager, Tableau, or comparable ad-tech platforms is preferred; ability to operate as a power user of relevant campaign tools is strongly valued.

Growth mindset, sound judgement, and the ability to mentor more junior colleagues, develop them through workstream ownership opportunities, and help improve team processes and outcomes.

Demonstrated ability to leverage AI-assisted tools to improve workflow efficiency, strengthen strategic recommendations, identify scalable process improvements, and model effective and responsible use for peers.

Fluent English required; additional European language preferred.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

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.