Vice President Customer Engagement, Loyalty

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

Position Statement

As VP Customer Engagement, Loyalty & Partnerships GCM, your strategic vision will drive success across critical areas, ensuring alignment with business objectives and delivering best-in-class initiatives. The primary purpose of this position is to lead and direct the Customer Engagement, Loyalty, Strategic Partnerships, Marketing technology team in GCM. Focus will be on leading strategy planning and implementation in loyalty program implementation, strategic partnership, Customer Relationship Management (CRM), On-property Honors Performance, collaborating with franchised partners, demonstrating leadership to shape the future and strengthen team engagement in the dynamic China market.

What will I be doing?

As VP Customer Engagement, Loyalty & Partnerships GCM, your strategic vision will drive success across critical areas, ensuring alignment with business objectives and delivering best-in-class initiatives. The primary purpose of this position is to lead and direct the Customer Engagement, Loyalty, Strategic Partnerships, Marketing technology team in GCM. Focus will be on leading strategy planning and implementation in loyalty program implementation, strategic partnership, Customer Relationship Management (CRM), On-property Honors Performance, collaborating with franchised partners, demonstrating leadership to shape the future and strengthen team engagement in the dynamic China market.

As the VP Customer Engagement, Loyalty & Partnerships GCM, you will be responsible for performing the following tasks to the highest standard:

Lead Strategy Planning and Implementation

• Loyalty Program Implementation:

 Build and execute the China strategy for the Honors loyalty program growth.
 Collaborate with the global loyalty team to integrate global system-wide plans and local plans, driving the implementation of these programs in the
China market to ensure success.
 Develop platforms to introduce and activate customers to enroll in Honors ; Work closely with the Marketing technology teams to ensure that loyalty
platforms meet the needs of our customers.

• Strategic Partnership:

 Define the partnership strategy for GCM, building and implementing partnership strategy to drive Hilton China's commercial advantage, enhance Hilton
Honors program value proposition, and deliver win-win solutions with key strategic partners.
 Hold responsibility for leading partnerships team for management and development in GCM of all partnerships headquartered within GCM and activation
of global partner programs in GCM.
 Identify, negotiate, activate, and manage strategic partnerships with airlines, finance, lifestyle etc.

• Customer Relationship Management (CRM):

 Collaborate with the Global Customer Experience and technology team to define China Martech requirements and execute strategies in the region.
 Drive customer engagement, create customer experiences, and map customer journeys through innovative technology solutions.
 Partner with the Snr Director of Marketing & eCommerce in GCM to develop customer engagement programs to cultivate loyalty in the key GCM source
markets for the overall brand portfolio globally.
 Leverage existing and new Hilton Honors and partner channels to enable Customer engagement and incremental revenue delivery across GCM.

Drive On-Property Honors Performance

• Work closely with the GCM Operations team and leaders to deliver exceptional Honors performance across Hilton properties.

• Direct and mentor the team to excel in the following areas:
 Enhance Honors occupancy by implementing effective strategies.
 Monitor and evaluate individual property performance within GCM.
 Develop tools and programs to engage property teams and drive Honors performance.
 Drive growth of Honors membership production across the property in GCM.
 Support for new market entry and property opening in GCM.

Collaborate with Franchised Partners

• Collaborate with franchised partners, including MLA and other key franchised partners to build Honors capability and drive performance.

Exemplify Leadership and Build Relationship

• Actively engage in the GCM Commercial Services leadership team, maintains excellent relationships, and ensures teamwork to achieve the objectives of
GCM Commercial Service team.

• Work with the GCM Commercial leaders to ensure that departmental initiatives are delivered collectively.

• Closely partner with global and APAC stakeholder to champion China needs.

• Lead and inspire team members towards high performance and engagement:

 Drive team performance through clearly focusing effort through objectives and targets. Ensuring that all people in the team are trained and equipped
to excel in their roles and have all the tools to execute their daily activities and responsibilities.
 Maintain adequate succession plans to ensure that our team is 'future-proofed'.
 Create a culture which motivates and encourages team members to perform to the best of their ability.

What are we looking for?

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable supervision:

Required:

Loyalty Program Expertise

• You've successfully developed and activated global loyalty programs in China. Your insights into customer behavior and market dynamics are
invaluable.

Excellent Leadership

• Cross-Functional Teams: You excel at leading cross-functional teams. Your influence with senior stakeholders within a global matrix organization
sets you apart.

• Ethical Leadership: You lead by example, resolving conflicts and introducing positive change.

• Talent Development: Your passion for attracting, inspiring, mentoring, and developing talent drives our team's engagement.

Strategic Decision-Making

• From Scratch to Success: You thrive on building strategies from the ground up. Your ability to execute and optimize plans is unmatched.

• Business Case Development: You've led teams in creating robust business cases, turning concepts into actionable plans. You're adept at presenting to
global teams. Your influence drives alignment and commitment.

• Analytical Acumen: You analyze departmental financial data to make informed strategic and tactical decisions.

• Problem-Solving: Your problem-solving skills are top-notch. You collaborate effectively to address challenges and prevent potential issues.

Market Understanding

• Local Insights: Your extensive understanding of the local market and industry informs our strategies. You recommend targeted approaches to achieve
our goals.

• Customer-Centric: You grasp customer segments, business plans, and competitive landscapes. Your insights drive our success.

Other Qualifications

• Education: A bachelor's degree or equivalent experience.

• Language Skills: Excellent in spoken and written English and Chinese.

• Communication: Excellent communication skills in presentations, written content, and public speaking.

• Ethical Behavior: Demonstrates the highest standards of ethical behavior and absolute discretion with sensitive information.

Preferred:

• Advanced degree or equivalent.

• Significant hospitality industry experience in a loyalty related function as leadership role.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from legendary luxury hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all

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