Director - Loyalty and Promotions

MSC Cruises•Miami, FL

7d•Hybrid

About The Position

Reporting to the Vice President, Growth Marketing, the Director, Loyalty & Promotions leads the North American strategy for MSC Voyagers Club and US & Canada marketing promotions. This role drives customer acquisition, engagement, retention, repeat bookings, revenue, and lifetime value through effective loyalty and promotional strategies. The Director will adapt MSC Cruises’ global loyalty program for the North American market while leading regional promotions aligned with global brand and commercial priorities. This is a hybrid position requiring four days per week in the Miami office, Monday through Thursday, with the option to work remotely on Fridays.

Requirements

Bachelor’s degree in Marketing, Business, Economics, Customer Experience, or a related field; postgraduate study preferred.
8–12 years of experience in loyalty, CRM, customer marketing, promotions, commercial strategy, or a related discipline.
Strong commercial and financial acumen, including budget management and ROI evaluation.
Experience leveraging customer data, segmentation, analytics, and personalization to drive business results.
Strong knowledge of CRM, marketing automation, customer data platforms, and loyalty technologies.
Proven ability to lead teams, manage cross-functional initiatives, and influence senior stakeholders.
Excellent communication, presentation, negotiation, project management, and leadership skills.
US Passport or US Permanent Resident

Nice To Haves

Experience in cruise, travel, hospitality, retail, or another consumer-facing industry preferred.
Experience with global loyalty programs and North American market customization preferred.

Responsibilities

Lead the North American Voyagers Club strategy, adapting global benefits, tiers, rewards, and member experiences for US and Canadian guests.
Drive membership growth, engagement, retention, repeat cruising, and pre-cruise and onboard spend.
Oversee the member lifecycle, including onboarding, recognition, engagement, retention, and reactivation.
Partner with global loyalty teams to balance global consistency with regional customer and market needs.
Lead the North American marketing promotions strategy across customer and commercial channels.
Develop integrated promotional plans supporting bookings, occupancy, revenue, profitability, and retention.
Partner with Revenue Management, Sales, Marketing, E-commerce, and other teams to align promotional priorities.
Evaluate and optimize promotions based on performance, customer response, profitability, and brand impact.
Use customer, booking, and transaction data to guide loyalty, segmentation, personalization, and promotional strategies.
Establish and monitor KPIs including membership growth, engagement, repeat bookings, retention, revenue, margin, and customer lifetime value.
Translate customer and performance insights into improvements to the loyalty program and promotional strategy.
Own the North American loyalty and promotions budget, forecasts, and financial performance.
Develop business cases and recommendations for new initiatives, platform enhancements, and member benefits.
Ensure loyalty programs and promotions comply with applicable privacy, legal, regulatory, and brand requirements.
Monitor industry trends and identify opportunities to enhance customer engagement and program performance.
Provide performance reporting and strategic recommendations to senior leadership.
Build, lead, and develop a high-performing Loyalty & Promotions team.
Establish priorities and performance expectations while fostering accountability, collaboration, and continuous improvement.
Build strong relationships across regional and global teams.