Manager, Social Media Engagement & Community

Responsibilities

• Own and execute Hilton's cross-platform community engagement approach, managing proactive and reactive engagement across TikTok, Instagram, Facebook, Threads, X, and emerging platforms.
• Serve as a voice of Hilton, writing unmistakably on-brand responses across comments, DMs, mentions, community posts, and real-time conversations.
• Identify where and how Hilton should participate in culture and conversation beyond our owned content, spotting emerging trends, fan moments, creator conversations, competitive opportunities, and unexpected places where the brand can authentically add value.
• Monitor brand mentions, guest conversations, category trends, competitor activity, and cultural signals to identify opportunities, emerging sentiment, reputational considerations, and actionable community insights.
• Build relationships with guests, fans, creators, and brand advocates through thoughtful interaction and proactive outreach that turns individual engagements into positive experiences and long-term brand affinity.
• Develop and execute surprise-and-delight, fan recognition, gifting, and community activation opportunities that bring Hilton hospitality to life both online and in the real world.
• Identify and help amplify compelling guest stories, user-generated content, creator content, and organic brand advocacy across Hilton's social ecosystem.
• Stay deeply immersed in platform behavior, internet culture, creator trends, memes, emerging formats, and evolving community behaviors to ensure Hilton's engagement feels native to the platforms and communities where we participate.
• Help evolve Hilton from reactive community management toward an insight-led engagement strategy designed to drive conversation, participation, advocacy, and brand relevance.
• Manage agency and vendor relationships supporting community management, social listening, surprise-and-delight, and innovative engagement programming.

Requirements

• Five (5) or more years of professional experience in social media, community management, social engagement, content strategy or a related field.
• Demonstrated experience managing high-volume social engagement and community management for a large consumer-facing brand.
• Proven skill to identify and execute proactive and real-time engagement opportunities, including cultural moments and conversations beyond a brand's owned social channels.
• Deep understanding of social platform behavior, particularly TikTok and Instagram, with strong fluency across Threads, X, Facebook, and emerging platforms.
• An understanding of reputation-sensitive social environments, including the skill to assess tone, timing, context, risk, and relevance before engaging.
• Experience translating social listening, community behavior, and engagement performance into actionable recommendations.
• Hybrid schedule from Hilton's McLean, VA or Dallas, TX office.

Preferred

• Bachelor's degree in Marketing, Business, Communications, Hospitality, or a related field.
• Experience with social media management, listening, publishing, moderation, and analytics tools such as Sprinklr, Brandwatch, Dash Hudson, Meta Business Suite, or similar platforms.
• Experience executing surprise-and-delight, gifting, seeding, fan advocacy, UGC, or community activation programs for a consumer-facing brand.
• Experience supporting creator-led content, cultural moments, real-time marketing, or community-first brand activations.
• Experience developing social response frameworks, escalation protocols, brand voice guidance, or community management guides.
• Experience identifying consumer insights from social conversation and translating them into content, campaign, brand, or customer experience recommendations.
• Curiosity and creativity to keep pace with rapidly evolving platforms, behaviors, and cultural conversations.

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what's next
• Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.