Michael Gorman

Michael Gorman Email and Phone Number

Senior Manager, Customer Engagement Strategy @ Hilton
Texas, United States
Michael Gorman's Location
Dallas-Fort Worth Metroplex, United States
Michael Gorman's Contact Details

Michael Gorman work email

Michael Gorman personal email

n/a
About Michael Gorman

With over 16 years in digital innovation, I lead transformative customer engagement strategies at Hilton. By leveraging emerging channels like SMS and WhatsApp, I dismantle silos and capture critical zero-party data, driving a global omnichannel personalization platform. My leadership elevates customer experiences, turning every interaction into a memorable engagement and redefining hospitality for the modern era.

Michael Gorman's Current Company Details
Hilton

Hilton

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Senior Manager, Customer Engagement Strategy
Texas, United States
Website:
stayhgi.com
Employees:
144341
Michael Gorman Work Experience Details
  • Hilton
    Senior Manager, Customer Engagement Strategy
    Hilton
    Texas, United States
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  • Hilton
    Sr. Manager - Omnichannel Personalization, Martech Product
    Hilton Jan 2023 - Present
    Addison, Texas, United States
    Lead a team to revolutionize customer engagement by integrating emerging channels like SMS and WhatsApp. Implemented strategies that increased customer engagement.Spearheaded the development of a global personalization platform, enhancing customer experience across all touchpoints.
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  • Hilton
    Sr. Manager, Marketing Capabilities
    Hilton Jul 2020 - Dec 2022
    Addison, Texas, United States
    Directed the audit and enhancement of the customer marketing platform, identifying key opportunities and implementing bespoke MarTech solutions.Successfully activated SMS as a new customer marketing channel, leading to increased engagement with phydital products.
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  • Hilton
    Sr. Manager, Mobile Messaging & Behavioral Retargeting, Customer Engagement Activation
    Hilton Mar 2020 - Jul 2020
    Addison, Texas, United States
    Product Manager Mobile Messaging (SMS, mobile push notifications & in-app messages)Program Manager - Browse Abandon & Retargeting
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  • Hilton
    Manager, Strategy & Solutions, Customer Engagement
    Hilton Feb 2019 - Feb 2020
    Dallas/Fort Worth Area
    Leader of Mobile Messaging Center of ExcellenceProduct Manager - Mobile Push NotificationsProgram Manager - Cart/Browse Abandonment RetargetingContinually scout, vet and implement solutions that support our commitment to pioneering the way we activate and engage with customers.Lead the strategy, curation, enhancements and execution of our personalized Mobile Push channel from inception to present. This year, the channel is on pace to send (redacted) million non-transactional push notifications with engagement rates (redacted)% above industry.Established a personalized send cadence for pre-arrival push notifications focused on informing the customer of new features about their upcoming stay.Proactively discovered the ability for Mobile Push channel to support a new product within the app and in less than 3 weeks collaborated with several cross functional teams to develop and execute a clear strategy, immediately improving engagement rates with the new in-app feature by (redacted)%.Expanded/enhanced the browse abandon campaign from a single e-mail vehicle to several dynamic campaigns promoting multiple products/offers across multiple channels and developed a road map for future expansion, testing and optimization opportunities.Co-lead a monthly forum with senior leadership across multiple organizations to communicate the health of our Mobile Push channel, share learnings and discuss the need for new enhancements/functionality within Hilton’s mobile app.
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  • Hilton
    Manager, Personalization
    Hilton Sep 2017 - Feb 2019
    Addison, Texas
    Product Manager - Mobile Push NotificationsManage implementation of projects and products which advance the footprint of personalization within the customer journey across all customer touch-points; including all brand websites, award winning Hilton Honors app, email, social, call center, mobile phones/devices and digital media. Collaborate with CRM, DPI and Brand Senior Leadership in executing the personalization road-map from both a business and technical perspective. Working knowledge of available customer data sources and attributes, ensuring proper setup to track established measurements, analyzing data and reports in order to optimize performance, day-to-day personalization tool supervision and communication to key team members.Member of Hilton’s Taxonomy DAM (Digital Asset Manager) Committee that governs enterprise standards and use cases for all digital media.Continue to discover new avenues, such as artificial intelligence, in which the enterprise can holistically improve our guests' experiences.
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  • Hilton
    Senior Analyst, Personalization
    Hilton Apr 2016 - Sep 2017
    Addison, Texas
    Manage implementation and tracking of projects to advance the footprint of personalization within the customer journey across all customer touch-points; including all brand websites, award winning Hilton Honors app, email, social, call center, mobile phones/devices and digital media. Collaborate with CRM Personalization Senior Leadership in executing the personalization road-map from both a business and technical perspective. Working knowledge of available customer data sources and attributes, ensuring proper setup to track established measurements, analyzing data and reports in order to optimize performance, day-to-day personalization tool supervision and communication to key team members.Continue to discover new avenues in which the enterprise can holistically improve our guests' experiences. Providing our guests with a targeted yet personalized and tailored point of contact, no matter the channel which our guest engaged with.
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  • Hilton
    Senior Brand Publisher
    Hilton Sep 2015 - Apr 2016
    Addison, Texas
    Responsible for creating, publishing and managing all brand website content for Hilton.com, CanopyByHilton.com, CurioCollection.com, WaldorfAstoria.com and ConradHotels.com. Also responsible for building, publishing and managing all multi-brand, system wide and portfolio offers for all of Hilton Worldwide Brands and 4,500+ property websites. Continually ensuring Hilton Worldwide websites’ are fresh, useful, and ease to use with a high level of accuracy, consistency and relevance. Proactively reach out to Hilton Worldwide brands, properties and business stakeholders to create and manage content that reflects each brand’s strategy. Additionally, the Senior Brand Publisher mentors and offers training to junior members of the Content team. • Orchestrate expansive operations to create, edit, and publish content for company’s portfolio of websites. • Foster and cultivate open lines of communication with company’s brands, properties, and stakeholders to effectively develop and create content to reflect specific brand’s strategies. • Collaborated with Manager to strategically realign an open senior position to consolidate responsibility and ultimately maximize production. • Conducted an extensive overhaul/audit of numerous brand offers to identify duplicate content and work.• Plan, execute, and lead meetings with senior personnel to identify arising problems and develop aggressive action plans to remedy/prevent issues.
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  • Hilton
    Brand Publisher
    Hilton Jun 2010 - Sep 2015
    Addison, Texas
    • Nominated for the Digital Operations and Innovation Award for 2015.• Team Member of the Quarter for Q2 of 2014.• Developed and hosted a Lunch and Learn session for CML on several topics learned from a design conference. • Spearheaded initiative to lead the Brand Publishing team in creating a new customer component system to enable all brands the ability to easily create and publish custom content.• Monitored, managed, and maintained corporate Twitter, actively responding to tweets on behalf of Hilton Worldwide.
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  • Hilton
    Creative Analyst/Designer (Contract)
    Hilton Aug 2008 - Jun 2010
    Member of the Creative Team in the Global Marketing and Distribution Department. Design and layout landing pages (promotional webpages that drive sales for hotels using SEO - Search Engine Optimization) for all brands: Hilton, Hilton Grand Vacations, Waldorf Astoria, Conrad Hotels & Resorts, DoubleTree, Embassy Suites Hotels, Hilton Garden Inn, Hampton Inn, Homewood Suites and our newest brand Home 2.
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  • Colorimaging&Design
    Senior Graphic Designer
    Colorimaging&Design Jun 2007 - Apr 2008
    Responsible for design and creative content of the firm. Directed and managed employes from concept to final presentation creative collateral for clients.
  • Colorimaging&Design
    Graphic Designer
    Colorimaging&Design Aug 2005 - Jun 2007
    Worked closely with clients to develop logos, business cards, postcards, mailers, magazine ads, brochures, large format banners, auto decals, vehicle graphics, and trade show graphics. Worked with little to no supervision while working on multiple projects with very tight deadlines. Worked on projects for notable companies such as: YUM! (Pizza Hut, KFC, Taco Bell…), AMX, Emerson Process Management, The Dealey Group, and Papa Murphy’s Pizza.
  • Ac Print
    Graphic Design Intern
    Ac Print Jan 2005 - May 2005
    Designed over 30 hotel and motel directories throughout Texas, Colorado and New Mexico. Created advertisements for the Hill Country Scene Magazine. Redesigned menus for South of the Border.

Michael Gorman Skills

Graphic Design Advertising Brochures Microsoft Office Marketing Adobe Creative Suite Layout Illustrator Microsoft Excel Mac Dreamweaver Graphics Indesign Promotions Public Speaking Customer Service Page Layout Strategy

Michael Gorman Education Details

Frequently Asked Questions about Michael Gorman

What company does Michael Gorman work for?

Michael Gorman works for Hilton

What is Michael Gorman's role at the current company?

Michael Gorman's current role is Senior Manager, Customer Engagement Strategy.

What is Michael Gorman's email address?

Michael Gorman's email address is mw****@****mac.com

What is Michael Gorman's direct phone number?

Michael Gorman's direct phone number is +197234*****

What schools did Michael Gorman attend?

Michael Gorman attended Schreiner University.

What are some of Michael Gorman's interests?

Michael Gorman has interest in Music, Sports, Art.

What skills is Michael Gorman known for?

Michael Gorman has skills like Graphic Design, Advertising, Brochures, Microsoft Office, Marketing, Adobe Creative Suite, Layout, Illustrator, Microsoft Excel, Mac, Dreamweaver, Graphics.

Who are Michael Gorman's colleagues?

Michael Gorman's colleagues are Jessica Mccabe, Carmen Robertson, Mery Navas, Adriana Rosario, Mohamed Hasan, Jen Olson, Jeff Ferreira.

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