Lead, Customer and Lifecycle Marketing

Royal Caribbean Cruises Ltd•Miami, FL

2d•Onsite

About The Position

In this position, you will oversee the overall Pre-Cruise Guest Experience, inclusive of the communication of revenue-generating Onboard Revenue and Ashore Products, as well as critical non-revenue, need-to-know information for guests ahead of their voyage. Under the direction of the Senior Manager, High Value Marketing, you will work closely with CRM, Creative Services, Onboard Marketing, Expeditions, Shore Excursions, Onboard Revenue, and more to develop Email, Direct Mail, and other One-to-One marketing campaigns targeted to guests ahead of their voyage.

Requirements

Advanced knowledge of Email Service Providers (such as Salesforce, Exact Target, CheetahMail, etc.)
Well-versed in analytics platforms such as Power BI, Adobe, Google Analytics
Understanding of CAN-SPAM, GDPR and other communication laws and guardrails surrounding direct-to-consumer marketing.
Experience launching highly personalized, dynamic Email and Direct Mail campaigns in partnership with IT, Business Intelligence, and CRM Teams.
Bachelor’s degree in marketing, Advertising, or related field experience.
Minimum of 5-7 years’ experience working in marketing, communications, or guest-centric role.
Self-starter with excellent written and verbal communication skills.
Strong organizational and presentation skills.
Detailed oriented.
Ability to multi-task and be flexible in a fast-paced environment.
Proficient in Microsoft Office 365: Specially Excell and PowerPoint.
Bachelor’s degree in communications or like field.

Responsibilities

Oversees the strategy and execution of the One-to-One Pre-cruise Consumer Journey for the Silversea brand, inclusive of all Ocean voyages, Expedition Voyages, Specialty Cruises (World Cruise, Grand Voyages, Hosted Voyages, VS Reunion Voyages, Combo Voyages), across all 14 of the brand’s major destination regions.
Through One-To-One Marketing channels, support the sales, revenue, and adoption of Onboard and Ancillary products pre-cruise, partnering closely with the Onboard Revenue team to build strategies surrounding new products and product enhancements.
Through One-To-One Marketing channels, support the sales, revenue and awareness of Ashore Products, inclusive (but not limited to) a robust portfolio of Shore Excursions, Pre and Post Voyage land programs, Mid-Voyage land programs, and more.
Works closely with Digital and IT to support creative, content, and template needs of Operational and Transaction pre-cruise communication, ensuring continuity across the full pre-cruise guest journey.
Monitor and report on all campaign performance in conjunction with BI, CRM, and Operational teams.
Oversee and execute A/B tests and various pilots to optimize the Pre-Cruise customer Journey.
Works cross-functionally with a variety of Product and Operational teams to understand needs, converting these into integrated Strategies and Communication Plans to launch pre-cruise campaigns.
Partners closely with Web, CRM, and IT teams to develop a road map of Pre-Cruise email enhancements that will improve the Guest Journey.
Implements advanced segmentation and personalization strategies based on guest value, guest category, zero-party data and other key differentiators.
Partners closely with Marketing channel owners including Loyalty, Brand, Product Marketing for enhancements in personalization, content, and communication look and feel.
Ensures the accuracy of all pre-cruise communication by being up to date on all pre-cruise product details by destination and voyage type.
Facilitates the development of presentations to executive leaders.