Director, Brand Management, Hilton HHonors
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The Director of Brand Management will lead the customer-centric team responsible for enhancing the Hilton HHonors member experience across touch points, with a focus on hotels, call centers (HRCC), and digital. The Director will work with senior stakeholders across the enterprise - including Partnerships, Marketing, Digital, Operations, Brand Performance Support, and HRCC - this person will identify and implement strategies to deliver on Brand promises to our 55-million members and nearly 5,000 hotels. What will it be like to work for this Hilton Worldwide Brand? Hilton Worldwide 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 Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its thirteen global brands, which include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, Canopy by Hilton, Curio - A Collection by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors(R). If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Worldwide Team Member. What will I be doing? The Director of Brand Management will create strategic frameworks that deliver Hilton HHonors brand promises, messages, and communications including on-property experience, digital, mobile, and call center. The Director will plan new recognition products in collaboration with Brands, Operations, and other Hilton teams. Success for the Director of Brand Management will be measured by increasing share of wallet from Hilton HHonors members, increasing global share of occupancy, and increasing satisfaction scores. Other key priorities are listed below: * Educate properties and other key stakeholders on value of Hilton HHonors, brand promises and importance and value driven by new products * Analyze consumer research, including annual brand health study and regular monitoring of guest satisfaction surveys * Adjust program guides, terms & conditions, and standard operating procedures * Map, evaluate, and plan improvements to the Hilton HHonors member customer journey * Plan cadence and timing of introduction of new products * Evaluate opportunities to enhance or improve existing recognition products and drives appropriate product refreshes as needed * Work with Customer Intelligence and Member Performance to test response to products * Plan future changes to HHonors offerings, as needed, to drive key HHonors performance metrics and compete with other loyalty programs * Organize and lead cross-functional teams to design, develop, introduce, and support new products * Secure input of and support from Global Brands and Commercial Services (GBCS) and Customer Marketing teams on key HHonors product initiatives * Establish and cultivate collaborative and successful working relationships with internal and external groups to achieve overall business successes * Maintain proactive and regular internal communication * Build strong relationships and maintains high level of internal partner satisfaction by managing expectations and delivering high value * Provide direction and directives to team members in the performance of their duties, establishing work priorities and in achieving management objectives * Work with Sr. Director to provide support and guidance in setting Hilton HHonors priorities and analyzing product options * Lead a team of three, including a Senior Manager, Manager and Sr. Specialist Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.