Manager, Customer Engagement – EMEA

Hilton

. Develop and deliver member engagement strategies strengthening relationships with Hilton Honors members across EMEA .

Posted 10/14/2026full-timeWatford • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing CRM strategies that enhance member engagement and retention, utilizing customer insights and segmentation to create personalized experiences. Proficient in managing multiple campaigns and stakeholder relationships within a fast-paced, international environment.

Highest-signal resume keywords

CRM Strategy DevelopmentCustomer SegmentationStakeholder ManagementCampaign Performance AnalysisLoyalty Marketing Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementLifecycle MarketingAudience TargetingData AnalysisCampaign Management

Soft Skills

Excellent CommunicationOrganizational SkillsAttention to DetailInfluencing SkillsPlanning and Prioritization

Tools & Technologies

CRM PlatformsEmail Marketing ToolsA/B Testing ToolsAnalytics SoftwareMobile Marketing Channels

Industry Keywords

Loyalty ProgramHospitality ExperienceDestination MarketingTravel Demand GenerationPartnership Launches

About the role

Key responsibilities & impact

Develop and deliver member engagement strategies strengthening relationships with Hilton Honors members across EMEA
Connect agency partners with teams across Hilton’s Marketing & Loyalty organisation
Design and execute CRM journeys, regional offers, and marketing activations across email and mobile channels
Drive member activation, repeat stays, retention, engagement, and overall satisfaction
Support new partnership launches by designing onboarding journeys and ensuring a seamless Hilton Honors experience
Lead flagship member engagement programmes across EMEA, including Monthly Unlocked and StayInspired
Coordinate partner-member onboarding journeys, welcome communications, programme education, and first-stay activation
Align CRM activity with broader campaigns, product and proposition launches, partnership commitments, and regional commercial priorities
Own the CRM campaign calendar and delivery plan
Lead end-to-end delivery of CRM journeys and regional offers from planning and briefing through launch and optimisation
Develop audience and campaign briefs using customer insights and segmentation
Champion A/B testing, pilots, and experimentation to improve campaign performance
Ensure copy, creative, design, targeting, and proposition deliver a high-quality customer experience
Establish success metrics, monitor performance, capture learnings, and report recommendations to senior stakeholders
Identify member-journey friction points and drive stakeholder follow-through on fixes
Identify emerging channels, technologies, and AI-enabled ways of working to improve CRM effectiveness and team productivity

Requirements

What you’ll need

Experience in customer engagement, CRM / lifecycle / loyalty marketing within a multi-market or international environment
Strong understanding of customer segmentation, audience targeting, and personalisation
Ability to translate insights into relevant and engaging customer experiences and content
Ability to manage multiple campaigns and priorities simultaneously in a fast-paced environment
Excellent stakeholder and agency management skills
Ability to deliver through influence in a matrixed organization and manage multiple workstreams end-to-end
Excellent communication and stakeholder management skills, including confidence presenting recommendations to senior audiences
Exceptional planning, prioritisation, and organisational skills
Keen eye for detail and commitment to delivering high-quality work at pace
Analytical mindset and ability to use data and insights to identify opportunities, diagnose challenges, develop hypotheses, and measure success
Loyalty program or hospitality experience preferred
Experience with destination marketing or travel demand-generation initiatives preferred
Familiarity with CRM platforms and experimentation approaches preferred
Experience supporting partnership launches or activations from a customer journey perspective preferred

Benefits

Comp & perks

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at Hilton hotels through the Go Hilton travel program
Employee stock purchase program (ESPP), allowing investment in Hilton shares at a 15% discount
Paid parental leave for eligible Team Members, including partners and adoptive parents
Personalized caregiving support through dedicated caregiving concierge services
Crisis Concierge providing practical support and emotional care
Mental health resources through the Care for All hub
Free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members