Manager, Customer Engagement; EMEA)

We're looking for a Manager, Customer Engagement (EMEA) to join our Loyalty EMEA team at Hilton.

This is an exciting opportunity to work in a friendly, ambitious, and fast-paced environment where creativity, customer focus, and commercial impact go hand in hand.

The role would suit a CRM & Loyalty Marketing Manager or a Client Account Manager with agency background who thrives on delivering impactful marketing campaigns and building strong relationships with stakeholders across the business and agency partners.

If you're passionate about creating engaging and relevant customer communications, using storytelling to inspire action, leveraging customer insights to drive relevance and engagement, and applying commercial thinking to support business priorities, we'd love to hear from you.

• You'll be responsible for developing and delivering member engagement strategies that strengthen relationships with Hilton Honors members across the EMEA region.
• You'll act as a key connector between our agency partners and multiple teams across the Marketing & Loyalty organisation, including Brand & Enterprise, Destination Marketing, Co-brand, New Hotel Openings, CRM, Mar Tech, Analytics, and Customer Marketing Operations.
• Working closely with these teams and our agency partners, you'll design and execute CRM journeys, regional offers, and marketing activations across email and mobile channels that drive member activation, repeat stays, retention, engagement, and overall satisfaction.
• The role also plays an important part in launching new partnerships from a member experience perspective, including designing onboarding journeys for partner members and ensuring a seamless, engaging, and rewarding end-to-end Hilton Honors experience.

• Lead flagship member engagement programmes across EMEA, including Monthly Unlocked and Stay Inspired, ensuring strong regional execution, creative excellence, stakeholder alignment, and clear performance reporting.
• Support the activation of new partnerships from a member engagement perspective, coordinating onboarding journeys for partner members, including welcome communications, programme education, and first-stay activation, while ensuring a clear and compelling value proposition across all channels.
• Partner closely with teams across the Marketing & Loyalty organisation, including Brand & Enterprise, Destination Marketing, Co-brand, New Hotel Openings, and Partnerships, to align CRM activity with broader campaigns, product and proposition launches, partnership commitments, and regional commercial priorities.

• Own the CRM campaign calendar and delivery plan, ensuring activity is aligned to Hilton’s commercial priorities, tentpole moments, customer needs and partner commitments.
• Lead the end-to-end delivery of CRM journeys and regional offers across email, mobile app, and other relevant channels, from planning and briefing through to launch and optimisation. While Customer Marketing Operations and agency partners support the technical build and deployment, you will oversee the process, coordinating stakeholders and managing timelines to ensure campaigns are delivered successfully and on schedule.
• Develop clear audience and campaign briefs that leverage customer insights and segmentation to deliver highly targeted and personalised communications that increase relevance, deepen engagement, and drive repeat stays.
• Champion a test-and-learn culture, using A/B testing, pilots, and other experimentation methods to continuously improve performance and scale successful approaches across markets and audience segments.
• Act as the guardian of CRM quality, ensuring copy, creative, design,…