Dir Digital MessagingHilton

The Digital Messaging function sits within the CRM Personalization department which includes the CRM strategy, optimization, and personalization. The Digital Messaging team works with campaign management, optimization, ESPs, and various marketing operations workflow tools. This will evolve to include new capabilities for advancing personalization, efficiency, content and engagement. The Director of Digital Messaging will drive the performance and evolution of the Digital Messaging channels. The Team Member will lead the Digital Messaging teams in Dallas and Glasgow, through close collaboration with CRM strategy, analytics, customer engagement, personalization, campaign management, as well as with Marketing and Technology teams.

What will it be like to work for this Hilton Worldwide Brand?

Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its ten global brands, which include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors®.

If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Worldwide Team Member.

What will I be doing?

The Director of Digital Messaging will ensure there is a robust, consistent, and efficient process with continual improvement in the orchestration, design, build, test, deployment and performance reporting of customer communications. These include digital push channels, email, push notifications, direct mail, and evolving personalized channels. The Team Member will manage the planning and execution of day-to-day operations relating to the execution of customer marketing, in several applicable channels. This will include email and push notifications, and may include in-App messaging, personalization zones in global websites, customer information being pushed to call center applications, hotel CRM tools and online media and social.

Other key priorities are listed below:

• Responsible for coding, testing and scheduling marketing emails, creating audience lists for emails, configuring business rules and complex customization and personalization customer-content decision trees and publishing content to appropriate channels

• Work closely with the CRM and Personalization teams to manage a pipeline of projects

• Will be accountable to the efficiency and effectiveness of the performance of the team, managed through appropriate SLAs and KPIs

• Responsible for providing detailed performance reporting on customer marketing campaigns, including impressions, open rates, click rates, attributable revenue, opt out rates, bounce rates, and providing recommendations to the strategy team on adjustments and improvements

• The Digital Messaging function will be responsible for the planning, execution and performance of the email channel, which includes a continually evolving portfolio of marketing, transactional, lifecycle and customer-centric triggered communications

• Strong collaboration and communication skills, practical experience managing digital marketing teams and sound understanding of personalization concepts and technology

• Lead the change in a newly restructured team and will need to be a strong motivating, operational and change leader

• Success in the role will depend on a project, performance-driven mentality and an approachable, collaborative presence in a continually changing commercial environment with marketing, digital, sales, revenue management, technology and vendors

• Maintain customer engagement execution plans

• Maintain robust and detailed direct marketing calendar

• Manage and prioritize campaign and project backlog

• Responsible for the recruitment and Team Member management and direction

• Responsible for targets, objectives, and goal setting for function and team

• Responsible for the maintenance of strategic vehicle action plans

• Own and manage the departmental budget

• Identify marketing and optimization opportunities

• Must be data-driven and results focused

• Responsible for vendor relationship management

• Collaborate with marketing stakeholders, as well as with CRM, Personalization, Campaign Management and other Marketing and Digital teams

• Plan and facilitate presentations, meetings, events, team meetings

• Responsible for budgeting, annual budget setting and monthly expense forecasting

• Responsible for reporting and the measurement of commercial results

• Responsible for status updates in various formats to various stakeholders

• Responsible for keeping up to date with industry developments and opportunities

• Responsible for the annual planning of big rocks and strategic priorities

• Responsible for Team Member engagement, personal and group development

• Develop proposals, white papers, business cases, questioning the status quo

• Manage relationships with vendors providing software, data management and consulting services around direct marketing

• Ensure Hilton Worldwide's legal obligations relating to opt-in, opt-out, CAN-SPAM, Safe Harbor, EU and other regulations are met

• Design, implement and manage change (technical, cultural, and organizational)

EOE/AA/Disabled/Veterans