Manager, Social Media Engagement & Community

Hilton • McLean, VA

12h • $90,000 - $120,000 • Hybrid

About The Position

The Manager, Social Media Engagement & Community leads day-to-day social engagement and community management across Hilton’s priority social channels. Reporting to the Senior Manager Social Media Strategy, this role helps Hilton’s brands participate in culture and conversation with relevance, personality, and humanity, while building relationships with guests, fans, creators, and advocates. The position combines proactive and reactive engagement, real-time storytelling, community activation, social listening, and insight development to strengthen brand affinity and advocacy.

The manager monitors conversations, sentiment, trends, competitor activity, and cultural signals, and translates findings into recommendations for social, content, brand, guest experience, and marketing strategies. The role also manages agency and vendor relationships and partners with internal teams to coordinate Hilton’s voice and approach across social platforms. This position is based at Hilton’s Dallas, TX or McLean, VA corporate office and follows a hybrid schedule.

Requirements

• Five or more years of professional experience in social media, community management, social engagement, content strategy, or a related field.
• Demonstrated experience managing high-volume social engagement and community management for a large consumer-facing brand.
• Proven ability to identify and execute proactive and real-time engagement opportunities, including cultural moments and conversations beyond a brand’s owned social channels.
• Deep understanding of social platform behavior, particularly TikTok and Instagram, and strong fluency across Threads, X, Facebook, and emerging platforms.
• Understanding of reputation-sensitive social environments and ability to assess tone, timing, context, risk, and relevance before engaging.
• Experience translating social listening, community behavior, and engagement performance into actionable recommendations.
• Ability to work a hybrid schedule from Hilton’s McLean, VA or Dallas, TX office.

Nice To Haves

• Bachelor’s degree in Marketing, Business, Communications, Hospitality, or a related field.
• Experience with social media management, listening, publishing, moderation, and analytics tools such as Sprinklr, Brandwatch, Dash Hudson, Meta Business Suite, or similar platforms.
• Experience executing surprise-and-delight, gifting, seeding, fan advocacy, user-generated content, or community activation programs for a consumer-facing brand.
• Experience supporting creator-led content, cultural moments, real-time marketing, or community-first brand activations.
• Experience developing social response frameworks, escalation protocols, brand voice guidance, or community management guides.
• Experience identifying consumer insights from social conversations and translating them into content, campaign, brand, or customer experience recommendations.
• Curiosity and creativity to keep pace with evolving platforms, behaviors, and cultural conversations.

Responsibilities

• Own and execute cross-platform community engagement, including proactive and reactive engagement across TikTok, Instagram, Facebook, Threads, X, and emerging platforms.
• Write on-brand responses to comments, direct messages, mentions, community posts, and real-time conversations as a voice of Hilton.
• Identify opportunities for Hilton to participate authentically in culture and conversations beyond its owned content, including trends, fan moments, creator conversations, and competitive opportunities.
• Monitor brand mentions, guest conversations, category trends, competitor activity, and cultural signals to identify emerging sentiment, reputational considerations, and actionable insights.
• Build relationships with guests, fans, creators, and brand advocates through thoughtful interaction and proactive outreach.
• Develop and execute surprise-and-delight, fan recognition, gifting, and community activation opportunities online and in the real world.
• Identify and amplify compelling guest stories, user-generated content, creator content, and organic brand advocacy.
• Stay current with platform behavior, internet culture, creator trends, memes, emerging formats, and community behaviors.
• Help evolve community management into an insight-led engagement strategy that drives conversation, participation, advocacy, and brand relevance.
• Manage agency and vendor relationships supporting community management, social listening, surprise-and-delight, and engagement programming.
• Partner with Social Strategy, Content, Creative, Influencer, Customer Care, PR, Legal, hotel teams, and agency partners to coordinate Hilton’s social voice and approach.
• Translate community conversations, guest feedback, fan behavior, cultural signals, and sentiment into actionable recommendations for social strategy, content, campaigns, guest experience, and marketing.
• Work with Content and Creative teams to translate emerging conversations and community behaviors into platform-native creative and real-time social opportunities.
• Collaborate with Customer Care, PR, and Legal to develop escalation pathways for reputation-sensitive interactions.
• Provide agencies and internal partners with briefs, response guidance, brand voice direction, platform-specific recommendations, and engagement best practices.
• Represent the social community internally and help teams understand audience conversations and how Hilton can act on the insights.
• Own community management guidelines, brand voice guidance, response frameworks, escalation protocols, and platform-specific engagement guides.
• Deliver social listening and community intelligence reporting on sentiment, conversation themes, cultural opportunities, competitor activity, engagement performance, and recommendations.
• Develop engagement trackers and measurement frameworks showing how community activity contributes to brand affinity, advocacy, participation, and positive sentiment.
• Support editorial calendar accuracy and coordinated engagement across Hilton’s social channels.
• Develop performance storytelling for internal stakeholders and leadership, connecting social moments to broader consumer and brand insights.

Benefits

• 110 nights of discounted travel through the Go Hilton travel program, with room rates as low as $40 per night.
• Employee stock purchase program with a 15% discount on Hilton shares.
• Paid parental leave for eligible Team Members, including partners and adoptive parents.
• Caregiving concierge services.
• Crisis Concierge support.
• Free counseling and support through the Employee Assistance Program for eligible Team Members.
• Paid time off.
• Health and welfare benefits, including health plans, dental coverage, and vision coverage.
• Retirement plans.
• Eligibility to participate in the Hilton Annual Incentive (Bonus) Plan, subject to plan terms and conditions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed