Lead, Loyalty Communications

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Silversea brand has an exciting career opportunity for a full time Lead, Loyalty Communications on the Consumer Marketing Team reporting to the Director, Consumer Marketing.

This position will work on-site in Miami, Florida

Position Summary:

In this position, you will oversee communication to our Venetian Society (Loyalty) members, inclusive of the communication of various loyalty milestones, benefits, programs, experiences, offers, and more throughout the entire Loyalty lifecycle, with a major focus on personalized email automation.

Under the direction of the Director, Consumer Marketing, you will work closely with CRM, Creative Services, Pre-Cruise Marketing, Loyalty Marketing, and more to develop Email, Direct Mail, and other One-to-One marketing campaigns to loyalty members.

Essential Duties and Responsibilities:

Owns the strategy, development, execution and reporting of all Global Loyalty lifecycle communications, including Next Tier, Cusp Communication, Welcome, Birthday, Anniversary, Year in Review, and more. Owns the execution of the Loyalty Newsletter, including partnering with various cross-functional departments to gather content. Briefs, QA’s and reports on Milestone, Announcement, Holiday campaigns via the email channel, with a specific focus on Loyalty POV for each campaign. Owns onboard communication (Flyers, letters, signage, etc.) where appropriate in terms of communicating Loyalty Program and benefits. Add Cross Brand Marketing Partners closely with Pre-Cruise Marketing team to implement clear communication touchpoints of loyalty benefits ahead of guests’ voyages.  Owns the post-voyage communication strategy to engage Venetian Society guests and encourage cruise repurchase. Partners closely with Web, CRM, and IT teams to develop a road map of Loyalty email enhancements that will improve the Venetian Society Journey. Implements advanced segmentation and personalization strategies based on guest value, guest category, zero-party data and other key differentiators. Facilitates the development of presentations to executive leaders.

Qualifications, Knowledge and Skills:

Advanced knowledge of Email Service Providers (such as Salesforce, Exact Target, CheetahMail, etc.) Well-versed in analytics platforms such as Power BI, Adobe, Google Analytics Understanding of CAN-SPAM, GDPR and other communication laws and guardrails surrounding direct-to-consumer marketing. Experience launching highly personalized, dynamic Email and Direct Mail campaigns in partnership with IT, Business Intelligence, and CRM Teams. Bachelor’s degree in marketing, Advertising, or related field experience. Minimum of 5+ years’ experience working in loyalty, marketing, communications, or guest-centric role. Self-starter with excellent written and verbal communication skills. Strong organizational and presentation skills. Detailed oriented. Ability to multi-task and be flexible in a fast-paced environment. Proficient in Microsoft Office 365: Specially Excell and PowerPoint.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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