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Senior Manager, Hilton HHonors Member and Program Performance

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POST DATE 9/18/2016
END DATE 10/18/2016

Hilton Hotels and Resorts Mclean, VA

Mclean, VA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


The Senior Manager, Hilton HHonors Member and Program Performance is responsible for maximizing customer engagement of our 56 million, and growing, member base. The Sr. Manager will focus specifically on driving growth, loyalty and engagement of our high-value, elite tier members through ongoing lifecycle communications as well as targeted promotions and upgrade programs. The Senior Manager will drive strategy and analytics for high-value member engagement across the program, and is accountable for HHonors elite customer segment performance. What will I be doing? The Senior Manager will support the development and execution of Hilton HHonors elite member initiatives that contribute to high-value member engagement, performance, and retention. The Senior Manager will manage ongoing reporting and performance analyses around these initiatives, delivering insights and providing data-driven recommendations that maximize short- and long-term member engagement and growth of our Diamond, Gold, and Silver tiers. The Senior Manager will report to the Director of Hilton HHonors Member and Program Performance, the Senior Manager will manage one Senior Analyst and partner with the Marketing, CRM, Analytics, Partnerships, and IT teams to align operational efforts across the organization, optimize high-value member experience, and drive program performance among our elite customer segment. * Managing targeted upgrade programs that focus on high-value customer segments, including identifying and driving towards operational efficiencies and process improvements * Applying a customer-centric perspective around our most frequent travelers to grow loyalty and capture business share * Collaborating with CRM and Analytics teams in designing, developing, and executing compelling promotions and offers targeted at elite members * Developing and leveraging reporting and ad hoc analyses to assess impact and enable data-driven decision-making across these initiatives & promotions * Bringing excellent written and verbal communication skills with strong ability to communicate complex data analyses out to cross-functional stakeholders * Contributing strong project and team management skills to the Hilton HHonors team and across the global, matrixed organization * Maintaining a thorough understanding of the ever-evolving customer loyalty program landscape; actively monitor competitor and industry trends and make appropriate recommendations for Hilton HHonors Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.