Manager, Customer Engagement (EMEA)

Responsibilities

• Developing and delivering member engagement strategies that strengthen relationships with Hilton Honors members across the EMEA region.
• Acting as a key connector between agency partners and multiple teams across the Marketing & Loyalty organisation, including Brand & Enterprise, Destination Marketing, Co-brand, New Hotel Openings, CRM, MarTech, Analytics, and Customer Marketing Operations.
• Designing and executing CRM journeys, regional offers, and marketing activations across email and mobile channels that drive member activation, repeat stays, retention, engagement, and overall satisfaction.
• Launching new partnerships from a member experience perspective, including designing onboarding journeys for partner members and ensuring a seamless, engaging, and rewarding end-to-end Hilton Honors experience.
• Lead flagship member engagement programmes across EMEA, including Monthly Unlocked and StayInspired, ensuring strong regional execution, creative excellence, stakeholder alignment, and clear performance reporting.
• Support the activation of new partnerships from a member engagement perspective, coordinating onboarding journeys for partner members, including welcome communications, programme education, and first-stay activation, while ensuring a clear and compelling value proposition across all channels.
• Partner closely with teams across the Marketing & Loyalty organisation, including Brand & Enterprise, Destination Marketing, Co-brand, New Hotel Openings, and Partnerships, to align CRM activity with broader campaigns, product and proposition launches, partnership commitments, and regional commercial priorities.
• Own the CRM campaign calendar and delivery plan, ensuring activity is aligned to Hilton’s commercial priorities, tentpole moments, customer needs and partner commitments.
• Lead the end-to-end delivery of CRM journeys and regional offers across email, mobile app, and other relevant channels, from planning and briefing through to launch and optimisation.
• Develop clear audience and campaign briefs that leverage customer insights and segmentation to deliver highly targeted and personalised communications that increase relevance, deepen engagement, and drive repeat stays.

Requirements

• Experience in customer engagement, CRM / lifecycle / loyalty marketing within a multi-market or international environment.
• A strong understanding of customer segmentation, audience targeting, and personalisation, with the ability to translate insights into relevant and engaging customer experiences and content.
• Highly organised with the ability to manage multiple campaigns and priorities simultaneously in a fast-paced environment.
• Excellent stakeholder and agency management skills, with a collaborative approach and a track record of building strong cross-functional relationships. Strong team player.
• Self-starter, able to work independently.
• Ability to deliver through influence in a matrixed organization and manage multiple workstreams end-to-end.
• Excellent communication and stakeholder management skills, with confidence presenting recommendations to senior audiences.
• Exceptional planning, prioritisation, and organisational skills, combined with a keen eye for detail and a commitment to delivering high-quality work at pace.
• Analytical mindset, with the ability to use data and insights to identify opportunities, diagnose challenges, develop hypotheses, and measure success.

Preferred

• Loyalty program or hospitality experience.
• Experience working with destination marketing or travel demand-generation initiatives.
• Familiarity with CRM platforms and experimentation approaches (working knowledge).
• Experience supporting partnership launches / activations from a customer journey perspective.

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/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. Through our Care for All hub, we provide resources to help our Team Members to care for themselves, care for members of their team, and care for their loved ones. Eligible Team Members receive free counseling and support through our best-in-class Employee Assistance Program (EAP)