Director, Customer Engagement Operations
Hilton · McLean
Exceptional Hospitality Starts with You
This role is based at one of our corporate offices in McLean, VA or Dallas, TX
This is your chance to be part of a dynamic Marketing team that attracts customers to Hilton through compelling storytelling, top-rated rewards, and unique customer experiences and partnerships. As a Director, Customer Engagement Operations, you will support the team in driving customer acquisition and retention, strengthening customer engagement through multi-channel marketing campaigns, and increasing awareness of loyalty benefits. On the Owned Channel Operations team reporting to the VP, Global Personalization, you will not only oversee the operations of the omnichannel messaging and team but also help shape our developing omnichannel strategy. You will leverage your understanding of marketing technology, including messaging platforms, website/app operations, content systems and customer data platforms, to maximize opportunities across all channels including adding personalization elements.
What you'll do during a typical day:
- Operational Excellence - Lead complex channel operations to deliver high-quality customer communications, while identifying opportunities to improve efficiency, innovate operating models, and proactively address quality and potential issues throughout the process.
- Delivering Performance - Understand and advocate for the customer while aligning with business goals to drive growth across key segments, strengthen retention, and maximize channel performance.
- Technology in Action - Partner with Marketing Technology, Digital, and Customer teams to enhance channel capabilities and enable technology solutions that maximize business impact and opportunity. Leverage capabilities across the Customer Engagement Platform, Customer Data Platform, CMS and content repositories, and other customer technologies and APIs across Hilton.
- Team Leadership - Lead a cross-functional team of channel operators across various global offices. Build strong team culture and advocate for the team's capabilities and growth.
- Business Partnership - Collaborating with business stakeholders, marketers, technology, creative, and analytics to ensure a consistent and impactful customer experience in our channels.
- Analytics and Reporting - Create a data driven culture by analyzing channel and campaign performance and turn insights into best practices across the channel's operation.
- Industry Knowledge/Channel Best Practice - Stay ahead of emerging trends across email, messaging, push notifications, and web channels, applying best practices to strengthen Hilton's position as an industry leader.
- Budget and Resourcing - Provide strategic oversight of budgets and resources, ensuring effective allocation and maximizing business value.
- Problem Solving - Handle urgent challenges that arise. Recognize when to pivot and adjust strategies while minimizing customer impact.
How you'll collaborate with others:
- Leverage your understanding of marketing technology, including messaging platforms, website and app operations, content systems, and customer data platforms, to maximize opportunities across channels and deliver more personalized customer experiences. You will partner with the Owned Channel Strategy team to ensure all marketing plans are accounted for in your operations.
Deliverables you'll take ownership of:
- As a team leader, you will foster a culture of continuous improvement and operational excellence, empowering your team to build on their strengths while providing focused development and support in areas of opportunity.