EMEA CRM & Loyalty Engagement Manager

Hilton; Watford; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Travel perks

ESPP (employee stock purchase)

Paid parental leave

Caregiving support

Crisis concierge

Mental health resources

Job summary

Hilton is seeking a Manager, Customer Engagement (EMEA) to join our Loyalty EMEA team. You will design and deliver member engagement strategies across the EMEA region, connecting agency partners with internal teams to execute CRM journeys and regional offers.

You’ll own end-to-end CRM campaigns across email and mobile, collaborate with Marketing & Loyalty teams, and drive activation, retention, and engagement while supporting partnerships and onboarding journeys for members.

Qualifications

• Experience in customer engagement, CRM / lifecycle / loyalty marketing within a multi-market or international environment.
• Strong understanding of segmentation, targeting, and personalisation to create engaging experiences.
• Organised with the ability to manage multiple campaigns and priorities in a fast-paced setting.
• Excellent stakeholder and agency management skills with cross-functional collaboration.

Responsibilities

• Own the CRM calendar and delivery plan aligned to commercial priorities.
• Lead end-to-end CRM journeys across email, mobile app, and other channels; coordinate with build and deployment partners.
• Develop audience and campaign briefs leveraging insights for targeted communications.
• Champion a test-and-learn culture with A/B testing and pilots to scale successful approaches.
• Ensure CRM quality across copy, design, targeting, and value proposition.
• Establish clear success metrics, monitor campaigns, and report to senior stakeholders.
• Translate insights into action to improve the member journey and onboarding for partners.
• Stay ahead of trends and explore new channels and AI-enabled ways to enhance CRM.

Skills

CRM & Loyalty

Stakeholder management

Project management

Segmentation

Analytics

Tools

CRM platforms

Job description

Hilton is seeking a Manager, Customer Engagement (EMEA) to join our Loyalty EMEA team. You will design and deliver member engagement strategies across the EMEA region, connecting agency partners with internal teams to execute CRM journeys and regional offers.

You’ll own end-to-end CRM campaigns across email and mobile, collaborate with Marketing & Loyalty teams, and drive activation, retention, and engagement while supporting partnerships and onboarding journeys for members.