Manager, Loyalty Systems & Analytics

The growth and revolution of our award-winning Loyalty program, Crown & Anchor Society, warrants a dedicated managerial resource focused on systems, analytics, and program performance. This role works directly with the Director of Loyalty Marketing and is responsible for leading the loyalty platform evolution and future transformation while also measuring, monitoring and reporting on the overall performance and health of the global Loyalty program. This position will proactively identify trends and business opportunities by bringing insight through detailed data analysis and testing strategies which will allow for informed strategy and business development. This role serves as the subject matter expert in the Loyalty systems and liaises with IT, Call Centers, Shipboard Operations and third-party providers in evolving our platform from a points tracker to a scalable, comprehensive, and flexible loyalty-based platform. This role also manages the relationship with the Loyalty Ambassadors and Call Center teams to ensure the program is being delivered accurately and consistently across the fleet.

Essential Duties and Responsibilities:

• Lead the design and implementation of a new digital platform for loyalty program management
• Create a revitalized digital experience for loyalty program members through the new loyalty platform, which will allow for stronger personalization, targeted offers, gamification, and overall member engagements
• Perform in-depth financial and behavioral analyses to educate current and future program strategy
• Create, analyze and deliver monthly and seasonal standardized Loyalty reports and dashboards, including guest behavioral insights, financial performance, coupon tracking, data integrity, marketability, and loyalty campaign performance
• Design, build, and execute a test and learn strategy which will ultimately improve program initiatives to drive brand loyalty, increase revenue, identify operational efficiencies, and improve guest satisfaction
• Perform ad hoc analyses to answer business questions for Marketing and other departments including development of reports and surveys
• Maintain an active leadership role in the CRM & Loyalty database system, data quality and integrity and any related IT development project.
• Own all loyalty databases and maintain the integrity of data within them
• Identify measures of loyalty system performance, analyze trends to proactively prevent problems and identify actions needed to improve or correct performance, relative to the goals of the system and program
• Partner with internal teams to gather and analyze multi-channel program performance
• Manage and support all guest-facing loyalty roles including shipboard loyalty ambassadors and shoreside call center agents through education, training, and reporting
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management

Financial Responsibilities

List any responsibilities for budget, expenses and/or achievement of revenue targets in US Dollars.

• Support the economic modeling of future program enhancements, and track all financial program goals that result from the model
• Manage all financial expenses associated with the implementation of the new loyalty platform

Qualifications:

List the minimum level of education and experience required to perform the work at the entry level of the job. 

• 6+ years’ experience working within a marketing environment preferably in CRM, direct marketing, list management or managing large email and direct mail campaigns
• Bachelor’s degree or equivalent in Business with a focus on Sales/Marketing required, MBA preferred
• Experience within travel and hospitality industry desirable

Knowledge and Skills:

List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above.  Specific physical and/or cognitive requirements that are essential parts of the job (lifting, standing for extended periods of time, attention to detail, hearing, carrying, moving, pushing/pulling, climbing, etc.), should be described clearly and precisely.

• Experience in working across different CRM systems, loyalty platforms
• Experience with multi-channel marketing data analysis and campaign development
• Experience in evaluating and understanding customer data and segments
• Knowledgeable of MS Word, Excel, Lotus Notes, Power Point, Siebel Loyalty and Marketing, AS400
• Experience with SQL and PowerBI preferred
• Excellent Customer Service Skills
• Highly analytical and results focused
• Ability to manage multiple projects under tight deadlines and flexible hours
• Excellent interpersonal skills with an ability to interact with all levels of management, interdisciplinary and multi-cultural teams.
• Highly motivated and ‘can do’ attitude. Excellent attention to detail and accuracy, team player. 

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Physical Requirements: List specific requirements that an employee must meet in order to perform the job duties with or without a reasonable accommodation.  Examples: lifting, standing for extended periods of time, hearing, carrying, moving, pulling/pushing, climbing etc.

Work Environment: List working conditions that describe those encountered in performing the job functions (inside /outside the office, travel, shipboard, noise level etc.)

• 20% international travel

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