Manager, Customer Engagement (EMEA)

We're looking for a Manager, Customer Engagement (EMEA) to join our Loyalty EMEA team at Hilton.

This is an exciting opportunity to work in a friendly, ambitious, and fast-paced environment where creativity, customer focus, and commercial impact go hand in hand.

The role would suit a CRM & Loyalty Marketing Manager or a Client Account Manager with agency background who thrives on delivering impactful marketing campaigns and building strong relationships with stakeholders across the business and agency partners.

If you're passionate about creating engaging and relevant customer communications, using storytelling to inspire action, leveraging customer insights to drive relevance and engagement, and applying commercial thinking to support business priorities, we'd love to hear from you.

Core initiatives in scope

• You'll be responsible for developing and delivering member engagement strategies that strengthen relationships with Hilton Honors members across the EMEA region.
• You'll act as a key connector between our 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.
• Working closely with these teams and our agency partners, you'll design and execute CRM journeys, regional offers, and marketing activations across email and mobile channels that drive member activation, repeat stays, retention, engagement, and overall satisfaction.
• The role also plays an important part in 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.

What areas will you be supporting?

• 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.

What will your day to day look like?

• 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. While Customer Marketing Operations and agency partners support the technical build and deployment, you will oversee the process, coordinating stakeholders and managing timelines to ensure campaigns are delivered successfully and on schedule.
• 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.
• Champion a test-and-learn culture, using A/B testing, pilots, and other experimentation methods to continuously improve performance and scale successful approaches across markets and audience segments.
• Act as the guardian of CRM quality, ensuring copy, creative, design, targeting, and proposition work together to deliver an elevated customer experience while supporting commercial objectives.
• Establish clear success metrics, monitor campaign performance, capture learnings, and translate insights into actionable recommendations, providing regular updates and performance reporting to senior stakeholders.
• Translate insights and member feedback into action: identify friction points across the member journey (understanding benefits, enrollment quality, recognition), recommend fixes, and drive stakeholder follow-through.
• Stay ahead of emerging trends, identifying new channels, technologies, and AI-enabled ways of working that can enhance CRM effectiveness, unlock creativity, and improve team productivity.

What are we looking for?

Required Qualifications, Experience & Skills

• 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 Qualifications, Experience & Skills

• 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.

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