Hilton
Manager, Customer Engagement
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Manager, Customer Engagement (EMEA)
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.
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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)
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 [https://www.hilton.com/en/brands/], [https://urldefense.com/v3/https://www.hilton.com/en/brands/;!!ACWV5N9M2RV99hQ!O2xa4zGt-T01ceC-TUkMR1pfcFCVB7ok76P2VHgrYJIgwQs8Hw4LctiIL1cb1PVtH7hfkg0RhiUKqr1rbiE9oUenw2MC$] and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Get help with your application
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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 [https://jobs.hilton.com/blogs] to see why we’re more than a great place to stay—we’re a great place to work.
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.
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