Manager, Social Media Engagement & Community

Hilton Worldwide · McLean

Exceptional Hospitality Starts with You

This role is based at one of our corporate offices in Dallas, TX or McLean, VA

This is your chance to be part of a Marketing team that attracts customers to Hilton through powerful storytelling, award-winning loyalty, and unforgettable guest experiences and partnerships. As Manager, Social Media Engagement & Community reporting to the Senior Manager Social Media Strategy, you will be one of the voices behind Hilton's social presence — helping our brands show up with relevance, personality, and humanity across social platforms.

Sitting at the intersection of social media, culture, community, and hospitality, you will help shape how Hilton participates in conversation, builds relationships with guests and fans, and turns everyday interactions into moments that strengthen brand love and advocacy. You will lead day-to-day social engagement and community management across Hilton's priority social channels, identifying opportunities for proactive engagement, cultural participation, real-time storytelling, surprise and delight, and community-first activations.

You'll also serve as a critical source of community intelligence, translating conversations, behaviors, and sentiment into insights that inform our broader social, content, and brand strategies.

What you'll do during a typical day:

Own and execute Hilton's cross-platform community engagement approach, managing proactive and reactive engagement across TikTok, Instagram, Facebook, Threads, X, and emerging platforms.
Serve as a voice of Hilton, writing unmistakably on-brand responses across comments, DMs, mentions, community posts, and real-time conversations.
Identify where and how Hilton should participate in culture and conversation beyond our owned content, spotting emerging trends, fan moments, creator conversations, competitive opportunities, and unexpected places where the brand can authentically add value.
Monitor brand mentions, guest conversations, category trends, competitor activity, and cultural signals to identify opportunities, emerging sentiment, reputational considerations, and actionable community insights.
Build relationships with guests, fans, creators, and brand advocates through thoughtful interaction and proactive outreach that turns individual engagements into positive experiences and long-term brand affinity.
Develop and execute surprise-and-delight, fan recognition, gifting, and community activation opportunities that bring Hilton hospitality to life both online and in the real world.
Identify and help amplify compelling guest stories, user-generated content, creator content, and organic brand advocacy across Hilton's social ecosystem.
Stay deeply immersed in platform behavior, internet culture, creator trends, memes, emerging formats, and evolving community behaviors to ensure Hilton's engagement feels native to the platforms and communities where we participate.
Help evolve Hilton from reactive community management toward an insight-led engagement strategy designed to drive conversation, participation, advocacy, and brand relevance.
Manage agency and vendor relationships supporting community management, social listening, surprise-and-delight, and innovative engagement programming.

How you'll collaborate with others:

Partner closely with Social Strategy, Content, Creative, Influencer, Customer Care, PR, Legal, Hotel teams, and agency partners to ensure Hilton shows up in social conversation with a consistent voice and coordinated approach.
Translate community conversations, guest feedback, fan behavior, cultural signals, and sentiment into actionable insights that can inform social strategy, content development, campaigns, guest experience, and broader marketing opportunities.
Partner with Content and Creative teams to quickly translate emerging conversations and community behaviors into platform-native creative and real-time social opportunities.
Collaborate with Customer Care, PR, and Legal partners to develop clear escalation pathways around reputation-sensitive interactions.
Support agencies and internal partners with clear briefs, response guidance, brand voice direction, platform-specific recommendations, and engagement best practices.
Champion the voice of Hilton's social community internally, helping teams understand not only what our audiences are saying, but what Hilton should do with those insights.

Deliverables you'll take ownership of:

Community management guidelines, brand voice guidance, response frameworks, escalation protocols, and platform-specific engagement guides.
Proactive and reactive social engagement across comments, DMs, mentions, community posts, cultural conversations, and real-time moments.
Surprise-and-delight concepts, fan recognition programs, gifting opportunities, and community-first activations.
Social listening and community intelligence reporting, including sentiment, emerging conversation themes, cultural opportunities, competitive activity, engagement performance, and recommendations.
Engagement trackers and measurement frameworks that demonstrate how community activity contributes to brand affinity, advocacy, participation, and positive sentiment.
Identification and amplification of high-value UGC, guest stories, organic advocacy, and community-created content.
Editorial calendar support to ensure accurate publishing and coordinated engagement across Hilton's social channels.
Performance storytelling for internal stakeholders and leadership, connecting individual social moments to broader consumer and brand insights.

More jobs at Hilton Worldwide · Marketing & Comms jobs in Mclean