Sr. Manager, Loyalty Member Satisfaction

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, Loyalty Member Satisfaction on the Marketing Team reporting to the AVP, Loyalty Marketing.

This position will work on-site in Miami, Florida

Position Summary:

The Captain’s Club is Celebrity’s award-winning loyalty program that keeps our guests coming back again and again.  With millions of members, the program is responsible for driving guest engagement, return, frequency, satisfaction, and brand loyalty.  Our members are at the core of everything we do, and their feedback and insights are vitally important to our brand.

We are seeking an individual to create a two-way open communication stream with guests to gather feedback and insights, test brand changes and messaging, and combat untrue information as well as lead member satisfaction initiatives.  This will include managing always-on two-way communication between our members and the brand, identifying and developing relationships with brand ambassadors, managing messaging for members for any brand changes, and working on a variety of initiatives to improve the member experience.  This role will work cross-functionally with colleagues in marketing, insights, hotel operations, and onboard revenue.

This person will thrive in a fast-paced, multi-branded environment and loves to problem solve. They will often work cross functionally to help drive key business decisions and in turn will lean heavy on their strong communication skills across the organization.  

Essential Duties and Responsibilities:

• Serve as the voice of the member for cross-functional teams and initiatives.  
• Develop and always-on two-way communication stream with members including an online research community, webinars, Q&A sessions, in-person ship events with members, and more.
• Identify and propose new ideas that drive member satisfaction and engagement as well as enhance business goals.
• Manage all guest channels to ensure accurate and up-to-date information is disseminated for members. Develop and implement a strategy to manage communication across social channels, work directly with forums like cruise critic and form partnerships with brand ambassadors to enhance our messaging.
• Partner with business insights to identify pain points impacting NPS for members and develop strategies to combat it.
• Partner with hotel operations and onboard revenue on all guest-facing initiatives to ensure it is a positive experience for members.
• Support member events including annual President’s Cruise.
• Manage ship-visits for shoreside team members to meet with crew.
• Manage and report out on to leadership on KPIs and progress.
• Manage loyalty budget.

Qualifications, Knowledge and Skills:

• 10+ years’ experience working within a marketing environment preferably in loyalty, or other strategic marketing roles
• Experience within travel and hospitality industry desirable 
• Social experience a plus
• Strong verbal and written communication skills
• Proven project management skills
• Experience with facilitating meetings among stakeholders on various levels within the organization Ability to be flexible, follow tight deadlines, organize and prioritize work. 
• Experience with cross-functional collaboration and project management 
• Knowledgeable of MS Word, Excel, PowerPoint 
• Ability to manage multiple projects under tight deadlines.
• Excellent interpersonal skills with an ability to interact with all levels of management.
• Highly motivated and ‘can do’ attitude. Excellent attention to detail and accuracy, team player.
• Experience with multi-channel marketing and campaign development preferred. 
• Excellent Customer Service Skills.
• Highly focused on the guest and their needs  

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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