Senior Vice President and Global Head of Customer Engagement, Loyalty & Partnerships
Senior brand, operations, and commercial executive leading Hilton’s customer strategy, operations and strategic partnerships. Mark and his global team inspire 150 million customers each year to explore, experience and fall in love with Hilton’s 4,900+ hotels across 14 brands in 100+ countries. He leads the creation and execution of innovative personalized experiences, digital and physical products, marketing programs and partnerships that build awareness, drive engagement, and grow share of wallet, generating $36 billion/year – achieving revenue, profit, and cash goals.
Forward-thinking, results and solutions-oriented leader, responsible for architecting Hilton’s go-to-market strategy and driving performance-focused culture. Mark served as the strategist, operations leader and chief of staff to Hilton’s EVP & Chief Commercial Officer (CEO direct report) where he led the strategic realignment and integration of Marketing, Digital, eCommerce, Sales, Pricing, Distribution, Loyalty and Partnership Teams to more fully focus and optimize performance. In this role. he led day-to-day operations and stewarded a multi-year strategic roadmap.
Leader of Hilton Honors brand. Under Mark’s leadership, Hilton Honors has grown from 25 to 61+ million members (15% CAGR), resulting in revenue from members of $17+ billion/year (11% CAGR). Recognized as #1 by J.D. Power in 2015 & 2016.
Oversees Hilton’s global partnership strategy. Mark curates a network of over 150 strategic partners including financial American Express, Citi, Visa, 65+ airlines, travel partners such as Enterprise Holdings, Amex Business Travel and uber. He leads a global portfolio of Hilton Honors co-branded credit cards. Under Mark’s leadership, Hilton launched Hilton Honors Exclusive Access Program, including exclusive experiences and content created with partners Live Nation, The Recording Academy (the GRAMMYs), McLaren-Honda Formula 1, and GLAAD.