Manager, Customer Engagement (EMEA)

Hilton; Watford; Hybride; GBP 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Travel perks

ESPP (employee stock purchase)

Paid parental leave

Caregiving support

Crisis concierge

Mental health resources

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

CRM & Loyalty

Stakeholder management

Project management

Segmentation

Analytics

Outils

CRM platforms

Description du poste

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.

Responsibilities

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.

Qualifications

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.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.

As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.

About The Team

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• 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)

*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.