Manager, Social Media Engagement & Community

This role is based at one of our corporate offices in Dallas, TX or McLean, VA

This is your chance to be part of a Marketing team that attracts customers to Hilton through powerful storytelling, award-winning loyalty, and unforgettable guest experiences and partnerships. As Manager, Social Media Engagement & Community reporting to the Senior Manager Social Media Strategy, you will be one of the voices behind Hilton's social presence — helping our brands show up with relevance, personality, and humanity across social platforms. Sitting at the intersection of social media, culture, community, and hospitality, you will help shape how Hilton participates in conversation, builds relationships with guests and fans, and turns everyday interactions into moments that strengthen brand love and advocacy. You will lead day-to-day social engagement and community management across Hilton's priority social channels, identifying opportunities for proactive engagement, cultural participation, real-time storytelling, surprise and delight, and community-first activations. You'll also serve as a critical source of community intelligence, translating conversations, behaviors, and sentiment into insights that inform our broader social, content, and brand strategies.

What you'll do during a typical day:

• Own and execute Hilton's cross-platform community engagement approach, managing proactive and reactive engagement across TikTok, Instagram, Facebook, Threads, X, and emerging platforms.
• Serve as a voice of Hilton, writing unmistakably on-brand responses across comments, DMs, mentions, community posts, and real-time conversations.
• Identify where and how Hilton should participate in culture and conversation beyond our owned content, spotting emerging trends, fan moments, creator conversations, competitive opportunities, and unexpected places where the brand can authentically add value.
• Monitor brand mentions, guest conversations, category trends, competitor activity, and cultural signals to identify opportunities, emerging sentiment, reputational considerations, and actionable community insights.
• Build relationships with guests, fans, creators, and brand advocates through thoughtful interaction and proactive outreach that turns individual engagements into positive experiences and long-term brand affinity.
• Develop and execute surprise-and-delight, fan recognition, gifting, and community activation opportunities that bring Hilton hospitality to life both online and in the real world.
• Identify and help amplify compelling guest stories, user-generated content, creator content, and organic brand advocacy across Hilton's social ecosystem.
• Stay deeply immersed in platform behavior, internet culture, creator trends, memes, emerging formats, and evolving community behaviors to ensure Hilton's engagement feels native to the platforms and communities where we participate.
• Help evolve Hilton from reactive community management toward an insight-led engagement strategy designed to drive conversation, participation, advocacy, and brand relevance.
• Manage agency and vendor relationships supporting community management, social listening, surprise-and-delight, and innovative engagement programming.

How you'll collaborate with others:

• Partner closely with Social Strategy, Content, Creative, Influencer, Customer Care, PR, Legal, Hotel teams, and agency partners to ensure Hilton shows up in social conversation with a consistent voice and coordinated approach.
• Translate community conversations, guest feedback, fan behavior, cultural signals, and sentiment into actionable insights that can inform social strategy, content development, campaigns, guest experience, and broader marketing opportunities.
• Partner with Content and Creative teams to quickly translate emerging conversations and community behaviors into platform-native creative and real-time social opportunities.
• Collaborate with Customer Care, PR, and Legal partners to develop clear escalation pathways around reputation-sensitive interactions.
• Support agencies and internal partners with clear briefs, response guidance, brand voice direction, platform-specific recommendations, and engagement best practices.
• Champion the voice of Hilton's social community internally, helping teams understand not only what our audiences are saying, but what Hilton should do with those insights.

Deliverables you'll take ownership of:

• Community management guidelines, brand voice guidance, response frameworks, escalation protocols, and platform-specific engagement guides.
• Proactive and reactive social engagement across comments, DMs, mentions, community posts, cultural conversations, and real-time moments.
• Surprise-and-delight concepts, fan recognition programs, gifting opportunities, and community-first activations.
• Social listening and community intelligence reporting, including sentiment, emerging conversation themes, cultural opportunities, competitive activity, engagement performance, and recommendations.
• Engagement trackers and measurement frameworks that demonstrate how community activity contributes to brand affinity, advocacy, participation, and positive sentiment.
• Identification and amplification of high-value UGC, guest stories, organic advocacy, and community-created content.
• Editorial calendar support to ensure accurate publishing and coordinated engagement across Hilton's social channels.
• Performance storytelling for internal stakeholders and leadership, connecting individual social moments to broader consumer and brand insights.

You have these minimum qualifications:

• Five (5) or more years of professional experience in social media, community management, social engagement, content strategy or a related field.
• Demonstrated experience managing high-volume social engagement and community management for a large consumer-facing brand.
• Proven skill to identify and execute proactive and real-time engagement opportunities, including cultural moments and conversations beyond a brand's owned social channels.
• Deep understanding of social platform behavior, particularly TikTok and Instagram, with strong fluency across Threads, X, Facebook, and emerging platforms.
• An understanding of reputation-sensitive social environments, including the skill to assess tone, timing, context, risk, and relevance before engaging.
• Experience translating social listening, community behavior, and engagement performance into actionable recommendations.
• Hybrid schedule from Hilton's McLean, VA or Dallas, TX office.

It would be useful if you have:

• Bachelor's degree in Marketing, Business, Communications, Hospitality, or a related field.
• Experience with social media management, listening, publishing, moderation, and analytics tools such as Sprinklr, Brandwatch, Dash Hudson, Meta Business Suite, or similar platforms.
• Experience executing surprise-and-delight, gifting, seeding, fan advocacy, UGC, or community activation programs for a consumer-facing brand.
• Experience supporting creator-led content, cultural moments, real-time marketing, or community-first brand activations.
• Experience developing social response frameworks, escalation protocols, brand voice guidance, or community management guides.
• Experience identifying consumer insights from social conversation and translating them into content, campaign, brand, or customer experience recommendations.
• Curiosity and creativity to keep pace with rapidly evolving platforms, behaviors, and cultural conversations.

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.