**Job Identification:** 208752
**Job Category:** Enterprise Marketing and Loyalty
**Job Schedule:** Full time
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 perspectiveu2014including 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 partnersu2019 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 u2013 coordinated welcome and education journeys for members joining via partners, designed to drive first stay and ongoing engagement. Monthly Unlocked u2013 regional planning, execution, and optimization with clear performance read-outs. Destination Marketing activations u2013 loyalty-led messaging and journeys supporting key destinations/periods (e.g., seasonal travel moments). CRM Regional Offers u2013 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 Marketing Digital Product / App & Web Operations and Commercial teams (regional and cluster) Analytics and Insights Contact Center / Guest Assistance and Brand teams Global 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.
**How Weu2019ll Help You Thrive**
At Hilton, the hospitality weu2019re known for doesnu2019t end with our guests. We proudly invest in our Team Membersu2019 wellbeing, supporting you through all of lifeu2019s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks u2013 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 u2013 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 u2013 Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents Personalized caregiving support u2013 Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones Crisis concierge u2013 In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care Mental health resources u2013 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 Memberu2019s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan._
**Join an Award-Winning Workplace Culture**
At Hilton, we donu2019t just deliver exceptional experiences for our guestsu2014we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, weu2019ve 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 Worldu2019s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands (https://www.hilton.com/en/brands/) , and a company-wide commitment to providing the best stay for every guest, weu2019re setting new standards for the future of travel.
Whether youu2019re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the careeru2014and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog (https://jobs.hilton.com/us/en/blog) to see why weu2019re more than a great place to stayu2014weu2019re a great place to work….