Senior Director, Consumer Direct Products

Hilton

5d • Onsite

About The Position

This is your chance to be part of our in-house Hilton Supply Management (HSM) team that supports our brands, owners, and operators! HSM has transformed how supply chain and procurement adds value to the hospitality industry, with 6 billion dollars of spend influence, over 2000 suppliers, and support of sustainability, supplier diversity, and responsible sourcing goals. As a Senior Director, Consumer Direct Products, you will support the team in partnering with all our brands and helping influence and guide programs with unique and distinctive products and services. On the Consumer Direct Products team, you will report to the SVP HSM Americas. You will work on projects, including leading the strategy, evaluation, and selection of the enterprise e‑commerce platform which will power Hilton's Consumer Direct business. You will oversee the platform ecosystem, achieve financial targets and keep customer satisfaction high through monitoring spend, performance marketing, and fulfillment experience.

Requirements

• Ten plus (10+) years in e‑commerce, digital products, or retail technology.
• Experience leading complex platform RFPs and implementations.
• Analytical expertise in revenue, cost, and customer satisfaction performance.
• Expertise in e‑commerce operations, fulfillment, payments, customer experience, and analytics.
• Travel up to 10–20% travel for workshops, vendor visits, and roadmap reviews.

Nice To Haves

• Experience in hospitality, lifestyle, or premium consumer brands.
• Experience launching new D2C businesses or multi‑region platforms.
• Familiarity with CRM, loyalty systems, and personalization tools.
• BA/BS Bachelor's Degree or MA/MS Master's Degree in Business Administration or related advanced degree.

Responsibilities

• Develop detailed business and technical requirements across merchandising, payments, tax/fraud, identity/SSO, loyalty integration, OMS, fulfillment, customer service, analytics, and marketing tech.
• Ensure vendor contract understanding of Hilton's standard agreement language.
• Translate requirements into a phased implementation blueprint with Service level agreements, Measurements, and change‑management planning.
• Ensure the platform supports premium digital experience expectations for browsing, searchability, merchandising, packaging/delivery, and loyalty pathways.
• Use customer insights and market benchmarks to guide platform enhancements and commercial priorities.
• Monitor financial performance, including:
• Revenue trends, conversion, and cost‑to‑serve
• Detailed spend analysis across platform operations, fulfillment, marketing efficiency, and customer service
• Gross margin drivers and opportunities for optimization
• Track and improve customer satisfaction across the entire journey—shopping experience, ordering, fulfillment, packaging, delivery, and product quality.
• Ensure compliance with Hilton standards for brand, security, privacy, accessibility, and global readiness.
• Co‑define the end‑to‑end operating model with Technology and Fulfillment partners; ensure technical integration with Hilton's CRM, loyalty, identity, and analytics systems.
• You will partner with Marketing to regularly evaluate performance marketing channels, traffic drivers, search optimization, and campaign effectiveness ensuring ROI targets are met.
• Manage vendor relationships, and platform roadmap to ensure the solution remains scalable and financially accretive.
• Lead the end‑to‑end e‑commerce platform RFP (scope, requirements, vendor list, scoring, executive recommendation) and run the event within Hilton's procurement framework.
• Build financial models (TCO, Return on investment) and a long‑term roadmap for scalable platform growth.
• Be the long‑term business owner for the Consumer Direct e‑commerce platform after launch, ensuring stability, performance, and enhancement.
• Lead quarterly business reviews with Technology, Fulfillment Providers, Marketing, Category Management, and CX teams to assess Measurements, identify trends, mitigate issues, and aligned improvement actions.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level