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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. 

This position will be working onsite from Miami.     

Position Summary: 

Reporting to the Sr Manager, Guest Commerce & Retention, the Lead of Global Guest Commerce Operations is responsible for spearheading all global commercial planning across the entire guest journey from shop to sail. The lead will coordinate across channels and markets to ensure unified governance of timing, messaging, KPI’s and internal socializing with brand leadership.

The lead will spearhead the execution of pre-cruise promotions, leading the continuous discussion with all key business partners across the organization to develop and implement tailored content and marketing initiatives such as email segmentation, remarketing, merchandising, landing page optimization & funnel conversion.  They will be responsible for leveraging data and consumer insights to ensure commercial teams are maximizing the customer journey with relevant commercial tactics to cross-sell, upsell and resell products based on the consumer need states. In addition, the lead will spearhead a cross departmental committee to optimize guest communication, and journey orchestration, governance and performance.

This role will develop the data driven strategic vision around segmentation, personalization, optimization, and ROI leveraging all communication channels to maximize sales throughout the global guest journey across processes and channels to improve and streamline the CRM operations.

The Global Guest Commerce Lead will work with various stakeholders such as hotel ops, international market leads, BI, CI, and Product marketing to develop compelling, solution-based communication strategies that enable agile marketing plans that adapt to real time business performance. The role must interpret results in real-time to drive dynamic plans that maximize what is working and quickly pivot from what is not.

This role will lead the growth and development of global guest commerce and will design and implement initiatives to increase booking penetration and enhance guest experience across the journey. 

The lead will ensure all guest commerce operations align with the company’s brand and service standards.

Essential Duties and Responsibilities: 

• Spearhead the execution and optimization of Promotional and tactical Pre Cruise and post cruise campaigns.
• Lead the global commercial planning throughout guest journey (prospects to booked guest)
• Own and optimize all global automated communications across the guest journey
• Own promotional calendar across international markets and optimize promotions based on insights and channel data.
• Partner with all channel owners (Email, App, Web, MCC, DM) to execute the short-term and long-term roadmap as well as identify challenges and creatively solve for them.
• Identify new or unique CRM/Digital data that can be used to execute a consistent and relative personalization/segmentation program throughout Guest journey.
• Develop and implement new retention strategies as well as amplify guest commerce experience to drive increased sales and customer satisfaction.
• Supervise creative development and production by our internal creative team to ensure that project implementations happen as expected and on deadline.
• Responsible for leading cross-department team to meet product KPIs and track performance to ensure through marketing plans and tactical adjustments when needed and quickly adjust plans when needed to ensure effective product performance plans.
• Responsible for coordinating the implantation of Ai Tactics across channels

Qualifications, Knowledge and Skills: 

• College degree required. Marketing or related field is preferred.
• 10+ years of experience in CRM, digital marketing, e-commerce, Email marketing, user-experience, content development and analytics
• Experience managing commercial calendars
• Experience working across international markets
• Must be able to work with cross functional teams
• Must demonstrate successful strategy implementation
• Must be a self-motivated individual.
• Pre Cruise experience is a plus
• CX experience is a plus
• Knowledge of email, App, web best practices
• Capable of analyzing user and performance data to establish clear measures of success and build compelling stories with data.
• Demonstrate aptitude for being confident, poised under pressure and decisive when working with business leaders.
• Strong communication and business acumen.
• Ability to multi-task and meet deadlines, highly detail oriented, meticulous and creative.
• Self-starter, able to work with minimal direction and lead others.
• Excellent verbal and written communication skills.
• Attention to detail and follow-through.
• Strong project management skills and key computer skills (Excel, PowerPoint, Outlook).