Manager, Customer Engagement (EMEA)

Overview

As Manager, Customer Engagement (EMEA) at Hilton, you design and lead member engagement strategies for Hilton Honors in the EMEA region. You collaborate across marketing, loyalty, and agency partners to deliver CRM journeys, regional offers, and activations via email and mobile. You’ll shape onboarding and partnership experiences to boost activation, retention, and overall satisfaction. This role combines data-driven insights with cross-functional influence to drive business priorities and member value.

Pay / Benefits

• Incredible travel perks – 110 nights discounted travel
• Employee stock purchase program (ESPP) at 15% discount
• Paid parental leave
• Personalised caregiving support
• Crisis concierge and mental health resources
• Employee Assistance Program (EAP)

Responsibilities

• Own the CRM campaign calendar and delivery plan aligned to commercial priorities and partner commitments
• Lead end-to-end CRM journeys and regional offers across email and mobile, coordinating with Tech build and deployment teams
• Develop audience and campaign briefs leveraging insights for targeted, personalised communications
• Champion test-and-learn culture with A/B testing and pilots to improve performance
• Guard CRM quality ensuring copy, design, targeting, and proposition deliver an elevated experience
• Establish success metrics, monitor performance, and report to senior stakeholders
• Translate insights and member feedback into action to remove friction in the member journey
• Stay ahead of trends by exploring new channels, technologies, and AI-enabled methods

Key requirements

• Experience in customer engagement, CRM / lifecycle / loyalty marketing within a multi-market or international environment
• Strong segmentation, targeting, and personalisation skills with ability to turn insights into engaging experiences
• Highly organised with ability to manage multiple campaigns in a fast-paced environment
• Excellent stakeholder and agency management skills with cross-functional collaboration
• Self-starter who can work independently and manage multiple workstreams end-to-end
• Strong communication skills with confidence presenting to senior audiences
• Excellent planning, prioritisation, and attention to detail with fast delivery
• Analytical mindset with ability to use data and insights to improve performance

• collaboration
• stakeholder management
• analytical thinking
• CRM platforms (generic mention in description)
• audience segmentation
• personalisation

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