Manager, Customer Engagement
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Manager, Customer Engagement

Hilton

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Manager, Customer Engagement

Sobre el trabajo



The Global Marketing team brings to life the unique promise of Hilton's portfolio of brands by defining, creating, and delivering exceptional multi-channel marketing campaigns designed to drive business results.

What will I be doing?
The Manager, Customer Engagement, will support our efforts to drive lifetime loyalty and preference to Hilton by defining how we engage customers in the optimal way at various touchpoints across the relationship to achieve business outcomes. You will use research and data to identify and lead ongoing, customer-centric programs that drive key behaviors and build synergy between technology and business priorities. The Manager will ensure cross-functional teams are aligned with the customer target and then coordinate the build and activation of MarTech capabilities. The Manager will also support the success of individual campaigns. The manager will work with teams across the enterprise including commercial leaders, MarTech developers, marketing strategists, channel owners, and analytics.

The role is based in McLean, VA, and reports to Director, Customer Engagement.

Key objectives and abilities will include:

  • Collaborating with commercial and marketing strategists to optimize existing and create new customer marketing campaigns
  • Liaising with email and digital channel owners to bring to market commercial campaigns and support the activation of differentiating MarTech capabilities
  • Ability to use data insights provided by CRM to implement customer journeys for all stages of the lifecycle to deepen the customer relationship using strategic messaging, offer, and engagement tools
  • Implementing strategies and programs with strategic partners to drive revenue, customer growth, and brand equity
  • Excellent written and verbal communication skills with a strong ability to prioritize multiple business problems
  • Excellent project management skills with the ability to work independently, and facilitate collaboration


What are we looking for?
We believe the success in this role will demonstrate itself through the following attributes and skills:

  • Ability to collaborate and build positive relationships across the enterprise
  • Ability to lead multiple projects and competing priorities
  • Technically savvy to help inform how to implement strategic priorities and what it will take to deliver


To fulfill this role successfully, you should demonstrate the following minimum qualifications:

  • A minimum of five (5) years of professional experience
  • A minimum of two (2) years of loyalty/lifecycle product or marketing experience
  • A minimum of two (2) years of demonstrating proven project management skills, coordinating between strategists and operational teams
  • Strong interest in understanding MarTech capabilities and shaping customer engagement strategies


It would be useful in this position for you to demonstrate the following capabilities and distinctions:

  • Understanding of CRM/ ESP platforms, personalization tools, and customer journey orchestration tools
  • Experience working across teams in the lifecycle, email, and marketing
  • Global/cross-cultural experience


What is it like working for Hilton?

The future of hospitality is bright at Hilton : a leading global hospitality company with a diverse portfolio of world-class brands . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Cerrada

Manager, Customer Engagement

McLean, VA, Estados Unidos

A tiempo completo, Indefinido

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