CAREERS & JOBS (LOYALTY & CX)

Hilton is hiring: Senior Director, Hilton Honors Member Experience & Growth

• This role is based at our corporate office in McLean, VA***

This is your chance to be part of a Marketing & Loyalty team that attracts customers to Hilton through strong storytelling, top-rated rewards, and unique customer experiences and partnerships. You will create and lead the thoughtful enrollment targets and strategies to reach our global acquisition goals, and work cross-functionally to build alignment, buy-in and advocacy across key delivery points of member experience (i.e. digital, learning and development, brand performance services, etc.). You will provide global leadership support to build an even more robust member experience and member base across all regions. You will lead your team to stay on top of the member experience through interpreting customer insight signals and be a fierce advocate for the customer as the loyalty experience and hospitality industry evolves.

What will I be doing?

As Senior Director of Hilton Honors Member Experience & Growth, you will lead the team responsible for building the best-in-class global member experience that attracts and inspires exponential growth of our membership base. On the Hilton Honors Program team, reporting to the Vice President, Hilton Honors Program, you will work on initiatives including crafting and delivering the ideal member experience for our millions of members to enjoy their hard earned benefits. You will also help build the strategy and messaging for how Hilton Honors shows up and engages the Hilton enterprise across both internal corporate team members and hotel-level team members.

Your Responsibilities Will Also Include

• Lead the development and enterprise fulfillment of Hilton Honors best-in-class member experience – designing the end-to-end customer journey and steward delivery of that vision through activating cross-functional resources
• Set global Hilton Honors enrollment targets and lead the short and long-term strategic approaches to achieving targets in the Americas region with responsibility and oversight for achieving our global enrollment KPI
• Set and execute the Hilton Honors Engagement strategy for internal stakeholders who are on the forefront of delivering both member and corporate priorities for Hilton Honors (i.e. front office, Hilton Reservations & Customer Care (HRCC), owner services, digital, learning and development, etc.)
• Advocate for high priority strategic initiatives with senior executives within Hilton to drive forward the global member experience and achieve global enrollments

How You Will Collaborate With Others

• Lead a team of direct reports, providing them strategic guidance and direction on their various workstreams
• Close collaboration with a diverse set of leaders across the organization, including CRM, Partnerships, Finance, Commercial, Front Office, Product, Tech, User Experience, among others
• Inspire change and support across the organization through data and storytelling
• Work in tandem with VP and peers/counterparts across Hilton Honors to ensure collaboration, identify efficiencies, and connect the dots between all program work

What Initiatives You Will Take Ownership Of

• In conjunction with your leadership team, you will own the overall Hilton Honors member experience, interpreting member feedback and adjusting/improving the program service for both our newest and most seasoned members.
• Oversee the global enrollment KPI – setting annual targets, sharing those goals, rallying excitement for delivering enrollments, identifying new tactics/strategies/investments to unlock this exponential growth, and presenting monthly/quarterly reporting on trending/achievement of these targets.
• Execute Hilton Honors action plan to deliver best-in-class on-property stay experience scores through improved communications/setting expectations, on-property execution, and reaction to member feedback to deliver world-class loyalty hospitality
• Communicating the overall impact of global Hilton Honors member experience and ensure resource allocation is against the highest priorities across Hilton Honors and enterprise Hilton priorities

What are we looking for?

Success will demonstrate itself through the following attributes and skills:

• Deep understanding of the hospitality loyalty space
• Experience crafting and delivering briefings/presentations to senior and executive leaders on business problems and strategic recommendations
• You are proficient in PowerPoint and Excel

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• At least 10 years of work experience in Loyalty, Hospitality, or Product Development.
• Five (5) years of experience leading and developing team members in a leadership/managerial role
• Previous product development and product experience expertise
• Travel up to 25%

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

• Experience in consumer marketing
• Background in member or CRM communications
• Collaboration with team members delivering a product/service to customers
• Exposure to data analysis and modeling

What is it like working for Hilton?

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to our benefits such as the Go Hilton travel program, employee stock purchase program, and paid time off including parental leave.

Hilton, the #1 World’s Best Workplace, is 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. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws.

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

Work Locations

Hilton HHonors – McLean

Schedule

Full-time

Brand

Hilton Corporate

Shift

Day Job

Job Level

Director

Job

Sales and Marketing

Source: Hilton