Manager, Loyalty EMEA

Overview

Job Description - Manager, Loyalty EMEA (EUR015OH)

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. Our Loyalty team drives customer growth for Hilton by leading the charge to acquire, retain, and nurture direct relationships at scale across the Europe, Middle East and Africa (EMEA) region. In this role, you will develop and launch hotel-facing initiatives that will support achieving our Hilton Honors KPIs (Honors Occupancy, Enrolments, Marketability and Member Appreciation) and represent the Hilton Honors Program across both Corporate and hotel teams within the EMEA region.

With over 218 million members and growing, Hilton Honors is a core component of Hilton's focus on forming direct, one-to-one relationships with its customers. Hilton Honors is more than just a rewards program; it enables personalized access to the best Hilton has to offer and provides accessible rewards that empower guests with unprecedented choice and control.

What will I be doing?

Reporting to the Director, Loyalty EMEA, you are responsible for the planning and execution of initiatives to drive the growth and engagement of the Hilton Honors base across the Europe, Middle East and Africa region. As a part of the team that drives Hilton Honors, our 218-million-member strong global community, you deliver initiatives designed to drive regional hotel-level program performance. In addition, you will represent EMEA with the Global Hilton Honors team to ensure regional market needs are captured, and ensure we successfully deliver customer-led differentiated program and benefit capabilities that elevate the member experience and build brand affinity within the EMEA region.

You will be instrumental in driving Hilton Honors Commercial Performance in the EMEA Region.

Responsibilities

• Together with the Director, Loyalty EMEA, monitor progress against key Hilton Honors performance metrics (at Corporate and Hotel level), ensuring we successfully achieve our key objectives across each key priority market in the region.
• Develop and execute EMEA-wide and targeted hotel-level initiatives to support the growth of the Hilton Honors programme in the region focused on driving Honors Occupancy, Enrolments and Member Appreciation.
• For hotel performance initiatives, this includes developing the methodology, monitoring results and recommending how to evolve based on performance.
• Proactively review hotel-level performance vs. KPIs and reach out to selected hotels with recommendations to drive their performance, both direct and in partnership with BPS and the Customer Promise teams.
• Oversee our Hilton Honors Champion programme across the EMEA region, ensuring strong engagement across our 700+ hotel-level Champions.
• Regularly review and enhance our Hilton Honors hotel training materials supporting our key KPIs, ensuring alignment to the latest best practices.
• Serve as the voice of the region for Global-led Hilton Honors Program activities, to ensure all regional nuances and needs are captured, and successfully launch Global Hilton Honors initiatives to EMEA hotels and members.
• Manage all day-to-day activities associated with the overall success of the loyalty program
• Serve as subject matter expert (both internal and external) for all aspects of the Hilton Honors programme in the region
• Support the annual Corporate and hotel-level Hilton Honors target setting process
• Partner with our key stakeholders across the business, including the Global/Regional Marketing & Loyalty, EMEA Brand Performance Support, Global/Regional Customer Promise, EMEA Corporate Front Office, Hilton Worldwide Sales, and Global/Regional Hilton Honors teams, to ensure close alignment of initiatives designed to support key Hilton Honors priorities and business performance objectives

What are we looking for?

• Hold a BA/BS/Bachelors degree or extensive experience in lieu therefore
• Experience working in customer, loyalty, or marketing at a global organization
• Strong stakeholder management and cross-functional collaboration skills, with the ability to influence in a matrix environment
• Proven ability to deliver programs across regional or global, multifunctional teams
• Excellent verbal and written communication skills; able to clearly articulate complex ideas, insights, and recommendations
• Skilled in gathering and analysing data in Excel to generate insights that inform strategic decisions
• Strong prioritisation and project management skills; able to manage multiple workstreams and deliver high-quality outcomes on time
• Creative and solution-oriented thinker with a proactive mindset and enthusiasm for innovation
• Self-starter with high integrity, a positive attitude, and a strong sense of accountability in a fast-paced, results-driven environment
• Collaborative team player with a drive to perform and succeed both individually and collectively
• Travel: up to 20% of the time

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!