Senior Manager CRM

4 weeks ago


Watford, Hertfordshire, United Kingdom Hilton Full time

POSITION OVERVIEW AND KEY RESPONSIBILITIES

The Sr. Manager of CRM will be responsible for driving customer engagement strategies for our regional customers and driving personalized, omnichannel customer targeting. Not only will this role develop analytically based strategies but will also play in active role in shaping Hilton's customer data infrastructure and MarTech stack.

What will you be doing?

The Sr. Manager of CRM will contribute to Hilton's innovative approach to CRM and loyalty in regional markets (Americas, Asia Pacific, Europe-Middle East, and China). You will develop and lead analytically based customer strategies that result in incremental member engagement and retention. You will inform how customers respond to different marketing channels. You will prioritize key customer messages against competing priorities and drive alignment between stakeholders across the business. Finally, you will be an active leader in shaping how Hilton collects, stores, and uses customer data.

Key objectives and abilities will include:

Regularly analyze changing customer behaviors to set annual customer engagement objectives and to determine the strategy to achieve engagement objectives Identify key customer segments with winnable share to drive incremental customer hotel nights Develop customer insights to optimize ongoing marketing campaigns and drive great performance Function as business lead in the development of Hilton's customer data platform and the evolution of Hilton's MarTech stack Create executive level presentations conveying complex data analyses into simple take aways Ability to manage direct reports, providing mentorship in analysis and strategy development

QUALIFICATIONS

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

Experience analyzing customer data and extracting meaningful insights

Experience crafting and delivering senior executive level briefings High levels of experience with relational databases and SQL programming Experience developing customer strategy and driving adoption across multiple internal teams

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Experience in CRM-related roles Deep Excel expertise and the ability to story-tell in PowerPoint Strong attention to detail and ability to lead a team

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