Domain Architecture Director - Customer & Loyalty

Norwegian Cruise Line Holdings Ltd.•Miami, FL

About The Position

The Director, Domain Architecture -- Customer & Loyalty is a horizontal enterprise architecture leader responsible for defining and governing the target-state architecture of the company's customer, identity, and loyalty ecosystem. This role owns the architectural strategy and standards for the Customer & Loyalty domain, including guest identity and profiles, account and household structures, loyalty programs, offers and entitlements, and the integration patterns that expose customer and loyalty capabilities to digital, partner, shipboard, reservation, and corporate systems. Operating within a federated architecture model under Product Engineering, this Director provides crosscutting architectural leadership across vertical delivery teams and embedded Solution Architects. The role ensures architectural integrity, data consistency, upgradeability, and long-term sustainability of one of the company's most customer- and revenue-critical technology domains. This is a strategic architecture leadership role and does not function as an embedded delivery Solution Architect.

Requirements

10–12+ years of progressive architecture experience in complex, customer-centric enterprise environments.
Significant experience architecting CRM, loyalty, and/or customer data platforms.
Deep knowledge of customer identity, profiles, segmentation, and loyalty constructs and their application in digital and operational channels.
Experience with API-first and event-driven integration patterns for customer and loyalty data.
Strong understanding of data privacy, consent, and regulatory considerations impacting customer and marketing technologies.
Demonstrated ability to influence senior technology, marketing, and commercial leaders in a matrixed environment.
Experience operating within federated architecture and data governance models

Nice To Haves

Consumer-centric industry experience with loyalty programs and rich customer engagement.
Experience with modern CRM, CDP, and loyalty platforms (in partnership with infrastructure and platform teams).
Familiarity with digital marketing, campaign management, and personalization ecosystems.
Experience designing and governing identity resolution, segmentation frameworks, and offer/eligibility engines.
Experience managing vendor lifecycle strategy and major CRM/loyalty platform upgrades or migrations.
Strategic systems thinker with strong financial and operational acumen.
Executive presence and ability to communicate corporate application architecture trade-offs in clear business terms.
Governance-oriented but innovation-enabling mindset, balancing standardization with business agility.
Ability to influence without direct authority across technology, finance, HR, and operations.
Strong risk management discipline for compliance, audit, and operational continuity.
Experience with modern cloud ERP and corporate application suites (in partnership with infrastructure and platform teams).
Familiarity with financial planning, workforce, and supply-chain analytics and their data integration patterns.
Experience leading or governing major ERP/cloud migration and corporate transformation programs.
Experience managing vendor lifecycle strategy and major corporate platform upgrades or consolidations.

Responsibilities

Define and maintain the multi-year target-state architecture for the Customer & Loyalty domain.
Establish architectural guardrails for CRM, loyalty, and customer data platforms to preserve upgradeability, data quality, and consistent identity.
Own domain capability models and architectural blueprints across guest identity, profile and preference management, account, household and relationship modeling, loyalty program configuration, tiering, accrual and redemption.
Define domain-level non-functional requirements (availability, performance, consistency, privacy, and regulatory alignment).
Serve as the architectural authority for CRM, loyalty, and customer data platforms (vendor and
Evaluate vendor roadmaps and influence platform strategy in partnership with marketing, revenue, and technology leadership.
Provide architectural oversight for major platform upgrades, program redesigns, and large-scale campaign/offer capabilities.
Balance marketing and commercial agility with data quality, brand consistency, and regulatory compliance.
Define Customer & Loyalty domain service contracts, identity interfaces, and API exposure standards.
Establish clear data ownership boundaries for customer identity, profile, and loyalty constructs versus transactional and operational systems
Define domain-level non-functional requirements (response times, throughput, availability, scalability) for customer- and loyalty-centric capabilities.
Partner with Platform Architect (Infrastructure Authority reporting to the CIO) to ensure alignment