Manager, Hilton Honors Member Experience at Hilton Global in Addison, Texas

Job Description:

***This role can be located in Dallas, TX, McLean, VA or be Remote***

Our Customer Engagement, Loyalty, and Partnerships Team increases Hilton consumer growth through strategically designed partnerships and campaigns and builds awareness for our industry award-winning Hilton Honors loyalty program. The team is focused on increasing customer acquisition and retention through Hilton direct channels such as the Hilton Honors mobile app, Hilton.com website, and reservations agents. In addition, the team generates engagement and repeat business through recognition of loyalty benefits and earned rewards during guest stays.

What will I be doing?

The Hilton Honors Member Engagement team's objective is to deliver the customer-led program and benefit improvements, so we continue to satisfy member needs while also delivering differentiated capabilities that elevate the member experience and build brand affinity. The Manager, Hilton Honors Member Experience will support both strategic priorities through analytics, program management, and critical thinking. You will be supporting the development of a clear strategy using processes and technology to improve the member experience, differentiate against the competition, and unlock our brand's positioning.

As a part of the team that drives Hilton Honors, you will analyze and understand member trends, identify new members' needs, assess program performance, and actively contribute to immediate and long-term strategy development that furthers Hilton Honors Brand Positioning.

More specifically, you will:

• Extract and analyze data to present relevant findings and information to key partners in support of key programs and benefit performance using financial, marketing, and member sentiment tracking, as well as maintain monthly dashboards.
• Develop and support program management, devise and implement project plans, craft partner communications, and create training resources for existing and new programs.
• Collaborate efficiently and partner enthusiastically with cross-functional teams within Hilton.
• Support management and evolution of member benefits - specifically benefit evaluation and delivery optimizations (above and on-property) by brand and touchpoint.

We believe success in this role will demonstrate itself through the following attributes and skills:

• Outstanding written communication and presentation skills; will need to effectively communicate recommendations, complex data, and business fundamentals
• Strong organizational and problem-solving skills
• Using data to identify trends for loyalty programs from diverse sources and find relevant connections that drive the business forward
• Being detailed with the ability to work independently and have a commitment to excellence
• Collaborating effectively and enthusiastically within and across geographic and organizational boundaries; build effective networks both internally and externally for learning, sharing, and benchmarking
• Implementing plans to deliver the strategy; ensure individual work plans are aligned to the plan and establish clear expectations; hold self and others accountable for results
• Managing meaningful change; effectively integrate change into ongoing operations and can handle ambiguity
• Dedication, integrity, and leadership

• Five (5) years of professional experience
• Three (3) years of experience with data analysis
• Experience coordinating or managing projects of varying complexity
• Three (3) years experience working with a wide variety of partners in a matrixed organization, including cross-functional teams

• BA/BS Bachelor's Degree in marketing, loyalty, business management, or related field
• Three (3) years of experience in hospitality
• Knowledge of operational principles

The future of hospitality is bright at Hilton : a leading global hospitality company with a diverse portfolio of world-class brands . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World's Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members' unique perspectives and voices-along with those of our Guests, Owners, Suppliers, and Partners-to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, a 401(k) savings plan, paid time off, and our travel discount. The salary for this role varies by applicable and specialized experience and location (Colorado applicants: Please click here for additional information.). Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.