Sr. Manager, Guest Commerce and Retention

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 Celebrity Cruises brand has an exciting career opportunity for a full time Sr. Manager, Guest Commerce and Retention on the Loyalty and Direct Marketing Team reporting to the Director, Customer Marketing.

This position will work on-site in Miami, Florida

Position Summary:

The Sr. Manager of Guest Commerce and Retention is responsible for spearheading all global marketing programs to booked guests for Pre- Cruise Commerce including Shore Excursions, Spa, Internet, Dining, Beverage, Photo, and onboard experiences. This person will be responsible for overseeing the Pre Cruise, onboard, and post cruise marketing programs. This role will develop the data driven strategic vision around segmentation, personalization, optimization, and ROI leveraging all booked guest communication channels. 

The Sr. Manager of Guest Commerce and Retention will champion the development of Pre-Cruise Commerce through a partnership with the Onboard Revenue team to develop compelling, solution-based communication strategy to position each individual revenue area for pre- cruise growth while keeping the guest experience top of mind, and ensure the guest needs state follows the core strategy. They 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, SEM, display, mobile, social, remarketing, merchandising, landing page optimization and funnel conversion. This role will also create and implement strategy automated communication to maximize returns at the product level as well as focusing on building long lasting relationship with booked guest. The Sr. Manager will oversee content and merchandising within My Celebrity Cruise portal (MCC) and work with digital team to ensure optimizations.

This role will oversee a group of highly motivated marketers to identify and deliver clear short and long-term roadmap and opportunities for all guest commerce initiatives and help reach all Marketing, OBR, and corporate goals. In addition, this role will lead the Guest commerce international team by building global strategies that reach across markets and localized when and where needed.  

Essential Duties and Responsibilities:

• Spearhead short- and long-term strategy, lead the execution and optimization to deliver on key KPI targets related to pre-cruise, onboard, and post-cruise resulting in higher guest penetration, higher spend, higher profitability, improve NPS, and repeat bookings across all markets.

• Ensure each customer receives a highly personalized and engaging journey through every Pre- Cruise touch point by utilizing segmentation, engagement tools, and targeting strategies, partnering with the Web (MCC) Analytics teams on merchandising and CRM systems and tools, understanding the EM communication journey and overseeing all day-to-day operations of communication channels.

• Leverage both analytical and operational skillsets to relentlessly find ways to improve marketing performance while executing tactical initiatives to drive customer activation, reactivation, and retention through sophisticated segmented campaigns, behavioral triggers, and optimizing creative and copy assets across channels. 

• Manage and develop the Pre- Cruise guest Commerce team and their responsibilities needed to meet and exceed Pre-Cruise Onboard Revenue goals.

• Development of in-depth web (MCC) commerce analytics to track traffic source, and conversion by page, product, SKU, time to sailing and segment as well as promotional performance. Own insights from to make informed decisions and implement enhancements within booked guest communication and cruise planner platforms.

• Develop and own a clear and efficient process to intake requests from Onboard Revenue partners to ensure business needs are met and prioritized by business impact within an effective timeframe.

• Partner with the EM channel owner, and web(MCC) commerce team to execute the short-term and long-term roadmap to 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.

• Spearhead efforts to increase customer reachability throughout all marketing channels.

• Own the collaboration and partnership of all integrated business stakeholders including OBR partners, Revenue Management, Call Centers and Trade Support Services to ensure alignment with and maximize the booked guest journey with consistent, optimized brand communications. 

• Foster and empower a cross-functional team of marketers with continued focus on communication, operations and analysis; encouraging ideas, discussions and cross-team learning of various job functions to guarantee success among all team members and the department. 

Qualifications, Knowledge and Skills:

• College degree required. Master’s degree preferred.

• 7+ years of experience in CRM, digital marketing, e-commerce, user-experience, content development and analytics.

• Demonstrated CRM results in previous roles.

• Experience managing a team of 4+.

• Pre Cruise experience is a plus.

• Knowledge of email best practices including targeted lists, subject lines, messaging, deliverability, and CAN-SPAM/anti-spam legislation.

• Experience understanding cross-functional roles and opportunities: creatives, information architects, back-end application engineers, business analysts, quality assurance leads, traditional marketers, digital marketers, front-end developers, digital analytics managers.

• Ability to develop, execute, and communicate a long-term strategic vision while also balancing immediate priorities and opportunities.

• 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.

• Entrepreneurial drive tempered by judgment and strong leadership skills.

• Self-starter, able to work with minimal direction and lead others.

• Hard worker leader who can roll up their sleeves and contribute to teamwork.

• Excellent verbal and written communication skills.

• Attention to detail and follow-through.

• Strong project management skills and key computer skills (Excel, PowerPoint, Outlook).

• Knowledgeable about Acquisition, Retention, and customer experience general KPIs.

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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