Manager, Loyalty – Asia Pacific
This is your chance to be part of a Marketing & Loyalty team that attracts customers to Hilton through strong storytelling, top-rated rewards, and unique customer experiences and partnerships. Our Loyalty and Customer Engagement team drives customer growth for Hilton by leading the charge to acquire, retain, and nurture direct relationships at scale. The team focuses on growing customer lifetime value by delivering a customer-centric engagement strategy to ensure we connect meaningfully with our target audience across Hilton, partner, and third-party platforms – establishing awareness, initiating consideration, and driving preference for Hilton and our award-winning Hilton Honors loyalty program.
With over 200 million members and growing, Hilton Honors is a core component of Hilton’s focus on forming direct, one-to-one relationships with its customers. Hilton Honors is more than just a rewards program; it enables personalized access to the best Hilton has to offer and provides accessible rewards that empower guests with unprecedented choice and control.
HOW YOU WILL MAKE AN IMPACT
Your role is important and below are some of the fundamental job duties that make your work unique.
Honors Acquisition and Performance Management
- Execute the Hilton Honors loyalty strategy across Asia Pacific (APAC), managing day-to-day program activities to support both on-property and above-property acquisition goals
- Act as the subject matter expert for Hilton Honors, partnering with regional and hotel teams to increase program visibility, drive enrolments, and enhance member appreciation to support occupancy and revenue performance
- Collaborate with the owned channels team to plan and execute digital acquisition and engagement campaigns
- Track and analyse KPIs, maintain dashboards, and provide regular pacing updates to key stakeholders
Loyalty Marketing
- Support the execution of Hilton Honors marketing campaigns and offers across APACx (Asia Pacific excluding Greater China & Mongolia), ensuring alignment with the enterprise Go-to-Market strategy
- Assist with creative development, including image sourcing, copy adaptation and translation
- Guide hotels in curating APAC Hilton Honors Experiences and support the end-to-end process of launching them on the website
- Contribute to cross-functional initiatives to integrate Hilton Honors across marketing campaigns and channels
Hotel Support and Engagement
- Lead initiatives that engage hotel teams and build ownership to improve on-property performance (e.g. Honors Appreciation and Customer Promise)
- Engage with hotel General Managers and commercial leaders to improve front-line activation of Hilton Honors, with focus on underperforming hotels
- Develop and deliver learning toolkits, training webinars, and communications to drive effective Honors activation across opening hotels and trading hotels
- Lead the Honors Champions programs and recognize hotel success stories to promote best practice sharing
Project Management and Administrative Support
- Prepare regular reporting for internal business reviews and leadership updates
- Support project management and coordination of key campaigns and initiatives led by the Senior Manager and the team
- Monitor internal metrics and market trends to identify risks and opportunities, recommending optimizations to improve acquisition and engagement outcomes
WHY YOU’LL BE A GREAT FIT
You have these minimum qualifications:
- BA / BS in marketing or related field
- 4 years of experience working in customer, loyalty, or marketing at a global organization
- Strong stakeholder management and cross-functional collaboration skills, with the ability to influence in a matrix environment
- Proven ability to deliver programs across global, multifunctional teams
- Excellent verbal and written communication skills; able to clearly articulate complex ideas, insights, and recommendations
- Skilled in gathering and analysing customer data to generate insights that inform strategic marketing decisions
- Strong prioritisation and project management skills; able to manage multiple workstreams and deliver high-quality outcomes on time
- Creative and solution-oriented thinker with a proactive mindset and enthusiasm for innovation
- Self-starter with high integrity, a positive attitude, and a strong sense of accountability in a fast-paced, results-driven environment
- Collaborative team player with a drive to perform and succeed both individually and collectively
WHAT IT IS LIKE WORKING FOR HILTON
Hilton, the #1 World’s Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!