Manager, CRM
About The Position
This role is based at our corporate office in McLean, VA. This is your chance to be part of Marketing team that attracts customers to Hilton through storytelling, top-rated rewards, and unique customer experiences and partnerships. As a CRM manager, you will support the team in increasing customer acquisition and retention, generate engagement through multi-channel marketing campaigns, and foster recognition of loyalty benefits. On the CRM team reporting to the Senior Manager of CRM, you will work on projects including growing priority customer segments, shaping brand and commercial strategy customer strategy, and informing how customers respond to Hilton marketing.
Requirements
- Five (5) years of professional work experience
- Four (4) years of experience analyzing customer data and extracting meaningful insights.
- Experience crafting and delivering senior executive level briefings.
- Excel (can perform complex functions) expertise.
- Experience with relational databases and SQL programming.
Nice To Haves
- Six (6) years of professional experience.
- One (1) year of experience in CRM-related roles.
- Demonstrated curiosity in data analyses.
Responsibilities
- Extract customer data from relational databases using SQL script to deliver insights to regional counterparts.
- Determine effectiveness of CRM marketing campaigns, isolating which customers are engaging and which customers are not to deliver recommendations for how to improve the campaign.
- Support the Sr. Manager of CRM in developing global customer strategy, shaping priority customer groups, and driving greater customer personalization in marketing.
- Engage with team members on the Honors team, brand team, MarTech team, and commercial team to gather feedback on their customer priorities and go-to market recommendations.
- Influence Honors and customer strategy leaders about how to apply customer strategy and highlight emerging trends.
- Support customer reporting needs monthly to deliver performance updates.
- CRM projects focused on shaping customer data architecture and channel analytics.
- CRM projects focused on additional data analysis to drive customer strategy recommendations.
Benefits
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
- Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
- Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
- Financial security for your future – Our retirement plans make it easier to save for what's next
- Hilton Annual Incentive (Bonus) Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
