Director, Hilton Honors Member Experience & Engagement

Hilton is a global leader in the hospitality industry, renowned for delivering exceptional experiences to millions of guests worldwide. With a rich history spanning decades, Hilton operates a portfolio of world-class brands that define hospitality innovation and quality. The company prides itself on its award-winning workplace culture, recognized repeatedly by Great Place to Work and Fortune on the World's Best Workplaces list. Hilton's mission centers on filling the earth with the light and warmth of hospitality, creating memorable and welcoming experiences for every guest at every stay. Hilton is also deeply committed to the well-being and development of its Team Members, offering comprehensive benefits, career growth opportunities, and an inclusive environment where exceptional hospitality starts with each person. Hilton’s corporate office in McLean, VA serves as the hub for its diverse and dynamic teams driving innovation and growth across its global operations.

The Director of Hilton Honors Member Experience & Engagement is a pivotal leadership role within Hilton's Marketing & Loyalty team. This position, based at the McLean, VA corporate office, focuses on delivering world-class loyalty program member experiences and benefits. Reporting directly to the Senior Director of Hilton Honors Member Experience & Growth, the incumbent plays a critical role in creating and executing strategies that enhance the end-to-end customer journey for Hilton Honors members, including launching the new Diamond Reserve tier and rolling out innovative digital messaging initiatives. The Director collaborates closely with the Digital, Product, Technology, and Learning & Development teams to shape member experiences across multiple touchpoints, ensuring that Hilton Honors delivers exceptional value and engagement to its members.

The role also emphasizes internal collaboration and communication, leading initiatives to educate and engage corporate and hotel stakeholders in delivering best-in-class loyalty hospitality. By overseeing content ecosystems such as FAQs, playbooks, and member-facing resources, the Director ensures clarity and consistency in member communications and operations. Additionally, this role requires using data analytics, member feedback, and performance insights to prioritize initiatives that boost enrollment, satisfaction, share of wallet, and occupancy rates. Leading a team of seven professionals, the Director provides strategic direction and fosters cross-functional partnerships with leaders across CRM, Partnerships, Finance, Commercial, Front Office, Product, Technology, and User Experience functions.

This hybrid role involves working onsite in McLean, VA approximately three days per week and includes travel up to 20 percent. The position requires extensive experience in strategy, marketing, or product roles, preferably within the loyalty, hospitality, or travel industries, along with a proven track record of team leadership, stakeholder collaboration, and executive influence. Hilton supports its team members with exceptional benefits including incredible travel perks, paid parental leave, mental health resources, financial security plans, and generous paid time off, all designed to help employees thrive both professionally and personally.

Joining Hilton means becoming part of an award-winning workplace culture that values diversity, innovation, and the power of exceptional hospitality. The Director, Hilton Honors Member Experience & Engagement is a career-defining opportunity to impact the loyalty program of one of the most recognized and respected brands in global hospitality, contributing directly to the future of travel and guest experience excellence.