Job Description

Senior Manager, Franchise Marketing Support Services


Hilton is one of the largest and fastest-growing hospitality companies in the world, with more than 5,980 properties with more than 950,000 rooms in 117 countries and territories. In the 106 years since our founding, we have defined the hospitality industry and established a portfolio of 20 world-class brands, with the emergence of the Tempo brand and including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 100 million members in our award-winning customer loyalty program, Hilton Honors.

What will I be doing?

The Senior Manager will be responsible for defining and delivering exceptional data driven, customer centric support for our franchise stakeholders both at Hilton corporate level and with external management companies.


Crucial to this role is delivering exceptional stakeholder management, establishing trusting relationships with management companies and internal Hilton franchise partner departments. Responsibilities will include:


Working closely with partners from Directors of Franchise Support (DFS) to Revenue Management (RM) and Hilton Worldwide Sales (HWS) to provide strategic support for external above-property franchise management company stakeholders. To orchestrate and manage the relationship with senior leaders at a portfolio of management companies in EMEA, with regular virtual and face to face engagement, representing the marketing and loyalty function.

To utilise data-driven insight to build and present impactful narratives that showcase the power of Hilton's marketing engine to our stakeholders.

Managing a diverse set of senior stakeholders across the EMEA region (as required), to ensure that they are empowered with the guidance around our tools, platforms and insights to deliver our commercial goals of digital direct channel performance and market share. Proactively managing a workload that will include regular cadence of stakeholder meetings as well as the ebb and flow that comes with stakeholder management (such as responding to ad-hoc requests for insights at short notice).

Working in sync with other Marketing and Loyalty functions to ensure that their strategies and activations are represented effectively to stakeholders. Examples of these functions are Destination Marketing (DM), Media, Source Markets, Retail and Channel Performance (SMRCP), Marketing and eCommerce Consulting Group (MECG).

What are we looking for?

Support a diverse selection of franchise management company portfolios by effectively empowering them with data-driven insights and our marketing strategy so that they can identify areas of opportunity to achieve their commercial goals.


Support development of Franchise Marketing Support Services strategy with Director, to ensure consistency across management company portfolios.

Manage resources across a diverse group of franchise management companies.

Develop strong relationships with internal teams including, DFS, RM, HWS to ensure cohesive and consistent support levels for external stakeholders.

Act as liaison and point of escalation with marketing and loyalty functions such as DM, SMRCP and MECG.

Liaise closely with other marketing and loyalty functions to fully understand their strategies and activations.

Represent interests of franchise stakeholders in internal marketing and loyalty strategic planning engagements.

Utilise strong analytical skills to create and deliver impactful presentations on a regular basis to internal and external stakeholders that articulate a clear narrative based on data-driven insights. Deliver digital and/or commercial reporting on a monthly, quarterly and ad hoc basis across the business.

Engage and support an entrepreneurial and agile team culture.

No direct reports.

Travel requirements: as required

BA/BS/Bachelor's Degree or experience in lieu of Supervisory experience

Hospitality experience

What will it be like to work for Hilton?

Hilton 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 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 . 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!