The Manager, Customer Engagement (EMEA) is accountable for designing and delivering member engagement strategies that deepen relationships with Hilton Honors members across the region. The role builds and deploys CRM journeys, regional offers, and marketing activations that improve activation, repeat stays, retention, and satisfaction. In addition, the role supports the successful activation of new partnerships from a member-experience perspective—including onboarding journeys for partner members, ensuring a seamless and compelling end-to-end Honors experience.

What will I be doing?

Support activation of new partnerships from a member engagement lens, coordinating onboarding journeys for partners’ members (welcome, education, first-stay nudges) and ensuring proposition clarity across channels.Coordinate cross-functionally with Partnerships, Digital, Brand, Operations, Contact Center, and Analytics to ensure initiatives launch on time, meet governance requirements, and deliver a consistent customer promise.Build, deploy, and continuously optimize CRM journeys and regional offers (email, in-app/app, paid/owned channels as applicable) to increase member relevance and drive repeat-stay behavior.Lead signature engagement programs such as Monthly Unlocked, ensuring strong regional execution, creative alignment, and performance reporting.Partner with Destination Marketing and regional marketing teams to activate member-focused storytelling and demand-driving campaigns that connect loyalty value to travel intent and stay conversion.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.Use test-and-learn methods (A/B testing, pilots, holdouts where feasible) to improve performance and scale what works across markets and segments.Maintain disciplined measurement and communication: define success metrics, track results, document learnings, and provide regular updates to senior stakeholders.

Core initiatives in scope

Partner-member onboarding journeys – coordinated welcome and education journeys for members joining via partners, designed to drive first stay and ongoing engagement.Monthly Unlocked – regional planning, execution, and optimization with clear performance read-outs.Destination Marketing activations – loyalty-led messaging and journeys supporting key destinations/periods (e.g., seasonal travel moments).CRM Regional Offers – build and deploy targeted offers and value messages tailored to EMEA segments and markets.

Success measures

Improvement in member activation rate (new joins progressing to first qualifying engagement / stay).Increases in repeat stays and retention among priority segments and markets.Strong CRM and program performance (engagement rates, conversion, incremental contribution where measurable).Effective execution of Monthly Unlocked and Destination Marketing initiatives with clear reporting and learnings.Partner onboarding journeys delivered on time and improving partner-member activation and early engagement.Demonstrable reductions in member friction through documented fixes and stakeholder action plans.

Key stakeholders

Hilton Honors Partnerships (activation support and partner-member onboarding)Honors, CRM, and Destination MarketingDigital Product / App & WebOperations and Commercial teams (regional and cluster)Analytics and InsightsContact Center / Guest Assistance and Brand teamsGlobal Honors teams (as applicable for platform, policy, and program alignment)
 

What are we looking for?

Experience in customer engagement, CRM/lifecycle marketing, loyalty, or customer experience in a multi-market environment.Strong analytical mindset: comfortable using data to diagnose issues, define hypotheses, and measure outcomes.Demonstrated 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.Operational discipline: planning, prioritization, governance, and attention to detail to deliver consistently at pace.

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.

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!