Customer Retention & Acquisition Manager

American Cruise Lines • Guilford, CT

4d

About The Position

Customer Retention & Acquisition Manager American Cruise Lines is the largest U.S. cruise company, operating the newest fleet of riverboats and small cruise ships across the country. Our people make the difference. We believe in hiring talented individuals and giving them the training, support, and resources to thrive. Join us and be part of a growing team dedicated to sharing the beauty and story of America through unforgettable travel experiences. Reporting to the Vice President of Marketing, the Manager, Customer Retention & Acquisition is responsible for the analysis, strategic planning, and management of the retention and acquisition strategy for American Cruise Lines. This role will develop and execute programs that keep our customers excited, engaged and returning to cruise America. This is a hands-on role that requires a data-driven direct marketing expert with demonstrated experience creating campaigns that leverage traditional channels such as Direct Mail, Print advertising, DRTV/CTV/OTT, among others. From new lead engagement to reactivation, this role will design and enhance every step of the customer journey to grow lifetime value and build the connection between our customers and the American brand. We are looking for an acquisition and retention leader who combines analytical rigor with creative insight. The ideal candidate understands products/services with a long conversion cycle, thrives on personalization, and knows how to translate customer data into impactful marketing strategies that drive retention and LTV. At American Cruise Lines, we are driven by our values— Optimism, Commitment, Patriotism, and Merit. These values shape our culture, our service, and our people, guiding us as we work together to Share America’s Story on the Finest American Ships.

Requirements

• Bachelors’ Degree required.
• Minimum 5 years’ experience in traditional direct and retention marketing is required.
• Demonstrated analytical mindset with direct ROI experience.
• Prior experience in leveraging data to build customer-focused communication and reactivation strategies as well as a strong grasp of customer lifecycle management.
• Proven ability to utilize BI and Analytics tools such as Tableau to generate, interpret, and leverage key insights, and translate those findings into actionable marketing campaigns.
• Strong verbal presentation and written communication skills.
• Highly proficient in Microsoft Office suite – Excel, PowerPoint, Word.
• Comfortable working in an entrepreneurial, fast-paced environment where strategies or priorities can quickly shift as business needs warrant.
• Must be exceptionally organized, highly detail oriented and have strong project management skills
• Ability to multi-task and collaborate with cross-functional teams.
• Self-directed and motivated to manage priority workload is a MUST.

Nice To Haves

• Prior supervisory or managerial experience a plus

Responsibilities

• Own the customer retention and reactivation marketing strategy, setting clear objectives to grow customer lifetime value.
• Leverage demographic and behavioral data to identify key retention drivers and high-value customer segments, and turn insights into actionable strategies.
• Develop initiatives leveraging customer data and personalization to drive continual improvements in customer engagement and reactivation.
• Design, launch, and measure effectiveness of data-driven automated workflows across email and direct mail, designed to enhance new customer onboarding and support customer retention and loyalty.
• Manage and measure all traditional direct marketing programs, including direct mail, broadcast (TV/radio), and print media.
• Build and execute testing roadmaps for offers, cadence, ad copy, and creative assets to continuously challenge and optimize engagement and conversion.
• Manage team of two marketing professionals responsible for the day-to-day execution of traditional direct marketing channels
• Maintain and distribute KPI reports to Marketing and Executive Leadership.
• Monitor competitor activity and landscape ensuring appropriate competitive and brand positioning.

Benefits

• At American Cruise Lines, our people are the driving force behind our success.
• When you join our team, you’ll find a dynamic work environment that values innovation, collaboration, and excellence, with real opportunities to build your career and make an impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level