Position Summary:
Omni Hotels & Resorts is seeking a strategic, customer-centric, and results-driven Director of Customer Engagement to lead the development and execution of engagement strategies that deepen guest relationships, increase loyalty, and drive long-term revenue growth across the Omni portfolio.
This leadership role is responsible for shaping how Omni engages with guests throughout the customer lifecycle, overseeing email and SMS marketing, social media, loyalty lifecycle management and gift cards. It will serve as a key partner across Marketing, Loyalty, Operations and Technology teams, ensuring every guest interaction reflects Omni's commitment to genuine hospitality and exceptional service.
The ideal candidate combines expertise in customer lifecycle marketing, loyalty strategy, data-driven personalization, and digital engagement with a passion for creating memorable guest experiences.
Key Responsibilities:
Leadership & Team Building
Lead and develop a high-performing team focused on customer engagement, communications and loyalty activation.
Foster strong partnerships across Marketing, Loyalty, Operations, Revenue Management, Digital, Technology, and Property teams.
Present strategic recommendations, performance updates and business cases to senior leadership.
Champion a customer-first culture across the organization.
Customer Engagement & Lifecycle Marketing
Develop and execute enterprise-wide customer engagement strategies that drive acquisition, retention, loyalty, and guest lifetime value.
Lead the design and optimization of guest lifecycle communications across all stages of the customer journey.
Drive personalization initiatives that deliver relevant experiences based on guest preferences, behaviors and travel patterns.
Establish segmentation strategies and audience frameworks that improve campaign effectiveness and customer relevance.
Email & SMS Marketing
Own Omni's CRM marketing strategy, including email and SMS communications.
Lead campaign planning, automation, testing, personalization and performance optimization initiatives.
Develop and manage customer journey programs that deliver timely, relevant messaging across channels.
Monitor campaign effectiveness and continuously improve engagement, conversion and revenue performance.
Ensure all communication programs align with brand standards, customer preferences and regulatory requirements.
Social Media Strategy & Community Engagement
Lead Omni Hotels & Resorts' owned social media strategy and content direction across major social platforms.
Develop social media campaigns that increase brand awareness, guest engagement, and community growth in partnership with our social media agency.
Partner with brand, public relations, property marketing, and creative teams to amplify strategic campaigns and business priorities.
Evaluate influencer, creator, and partnership opportunities that align with Omni's brand positioning.
Support reputation management efforts by collaborating with customer care and property teams to ensure effective guest communication across social channels.
Data, Analytics & Personalization
Utilize customer, loyalty, transactional, and behavioral data to create meaningful personalization strategies.
Partner with analytics teams to develop customer insights, predictive models, and audience targeting strategies.
Identify opportunities to leverage emerging technologies, including artificial intelligence and automation, to improve engagement outcomes.
Establish measurement frameworks and dashboards to track customer engagement and business impact.
Translate data and insights into actionable strategies that improve customer experience and financial performance.
Qualifications:
Bachelor's degree in Marketing, Business, Hospitality, Communications, or a related field.
7+ years of experience in email/SMS marketing, social media, loyalty lifecycle marketing or related discipline(s).
5+ years of team leadership and cross-functional management…