Corporate Director of Customer Engagement

Omni Hotels & Resorts•Dallas, TX

About The Position

Omni Hotels & Resorts is seeking a strategic, customer-centric, and results-driven Director of Customer Engagement to lead engagement strategies that deepen guest relationships, increase loyalty, and drive long-term revenue growth across its hotel and resort portfolio. The role shapes guest engagement throughout the customer lifecycle, overseeing email and SMS marketing, social media, loyalty lifecycle management, and gift cards. It partners across Marketing, Loyalty, Operations, Revenue Management, Digital, Technology, and Property teams to ensure guest interactions reflect Omni’s commitment to genuine hospitality and exceptional service. The position leads a high-performing customer engagement team and develops enterprise-wide strategies for acquisition, retention, loyalty, personalization, and guest lifetime value. It owns CRM marketing strategy and campaign planning, automation, testing, and optimization, as well as Omni’s owned social media strategy and content direction. The director also uses customer, loyalty, transactional, and behavioral data to develop insights, personalization, audience targeting, measurement frameworks, and actionable strategies that improve customer experience and financial performance.

Requirements

Bachelor’s degree in Marketing, Business, Hospitality, Communications, or a related field.
7+ years of experience in email/SMS marketing, social media, loyalty lifecycle marketing, or related disciplines.
5+ years of team leadership and cross-functional management experience.
Demonstrated experience with a major marketing automation platform such as Salesforce Marketing Cloud, Adobe Campaign, or Braze.
Strong analytical and problem-solving capabilities, including the ability to translate insights into actionable business strategies.
Exceptional communication, collaboration, and presentation skills.
Experience within hospitality, travel, lifestyle, or loyalty-driven industries.

Nice To Haves

Knowledge of customer data platforms, journey orchestration, and personalization technologies.
Familiarity with AI-enabled marketing and customer engagement solutions.
MBA or advanced degree.

Responsibilities

Lead and develop a high-performing team focused on customer engagement, communications, and loyalty activation.
Build partnerships across Marketing, Loyalty, Operations, Revenue Management, Digital, Technology, and Property teams.
Present strategic recommendations, performance updates, and business cases to senior leadership.
Champion a customer-first culture across the organization.
Develop and execute enterprise-wide customer engagement strategies to drive acquisition, retention, loyalty, and guest lifetime value.
Lead the design and optimization of guest lifecycle communications across all stages of the customer journey.
Drive personalization initiatives based on guest preferences, behaviors, and travel patterns.
Establish segmentation strategies and audience frameworks to improve campaign effectiveness and customer relevance.
Own Omni’s CRM marketing strategy, including email and SMS communications.
Lead campaign planning, automation, testing, personalization, and performance optimization.
Develop and manage customer journey programs that deliver timely, relevant messaging across channels.
Monitor campaign effectiveness and improve engagement, conversion, and revenue performance.
Ensure communication programs align with brand standards, customer preferences, and regulatory requirements.
Lead Omni Hotels & Resorts’ owned social media strategy and content direction across major social platforms.
Develop social media campaigns to increase brand awareness, guest engagement, and community growth in partnership with the social media agency.
Partner with brand, public relations, property marketing, and creative teams to amplify strategic campaigns and business priorities.
Evaluate influencer, creator, and partnership opportunities that align with Omni’s brand positioning.
Support reputation management by collaborating with customer care and property teams on guest communications across social channels.
Use customer, loyalty, transactional, and behavioral data to create personalization strategies.
Partner with analytics teams to develop customer insights, predictive models, and audience targeting strategies.
Identify opportunities to use emerging technologies, including artificial intelligence and automation, to improve engagement outcomes.
Establish measurement frameworks and dashboards to track customer engagement and business impact.
Translate data and insights into actionable strategies that improve customer experience and financial performance.