Manager, CRM

Job Description

Exceptional Hospitality Starts with You

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 includinggrowing priority customer segments, shaping brand and commercial strategy customer strategy, and informing how customers respond to Hilton marketing.

What You'll Do During a Typical Day

• 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.

How You'll Collaborate With Others

• 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.

Projects You'll Take Ownership Of

• 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.

What It Takes to Make the Stay

You Have These Minimum Qualifications

• 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.
• This is a hybrid role based in McLean, VA.

It Would Be Useful If You Have

• Six (6) years of professional experience.
• One (1) year of experience in CRM-related roles.
• Demonstrated curiosity in data analyses.

How We'll Help You Thrive

Benefits

At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• 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
• Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Hilton offers its eligible team members a comprehensive benefits package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $90,000 – $120,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.