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.

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

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

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

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%