Lead, Loyalty Marketing & Engagement

Royal Caribbean Cruises Ltd•Miami, FL

3d•Onsite

About The Position

The Lead, Loyalty Marketing & Engagement supports the execution of the Crown & Anchor Society loyalty program through lifecycle marketing, member activations, and program communications across the guest journey. This role helps drive member engagement, retention, and program performance by leading targeted campaigns, coordinating loyalty initiatives, and supporting the rollout of new program features and benefits. This position partners cross-functionally with Marketing, Revenue Management, Digital, Onboard Operations, Brand, International, and Guest Experience teams to implement loyalty initiatives across all channels, ensuring consistency and alignment with overall program strategy. The role contributes to initiatives that strengthen member value, support commercial objectives, and enhance overall loyalty program performance. Supports the planning and execution of loyalty events and member activations, including onboard programming, milestone celebrations, and special sailings, in close partnership with the Loyalty Operations team. Planning and experience development are shared responsibilities, with this role leading marketing, member communications, and campaign support, while Loyalty Operations leads event coordination and operational execution. Ensures all activations align with loyalty strategy, brand standards, and business objectives while supporting member engagement and retention goals. Supports the planning and management of the end-to-end guest journey for program-related communications and campaigns across all marketing and sales channels, including updates related to new loyalty initiatives, benefits, and program enhancements. Collaborates with international stakeholders to support global consistency of Crown & Anchor Society marketing, communications, and lifecycle initiatives while accommodating regional needs. Serves as a key point of contact for shoreside and shipboard teams on loyalty marketing, communications, and member engagement initiatives. Supports development and maintenance of loyalty program communications, collateral, and content across all channels, ensuring accuracy, consistency, and alignment with brand and program guidelines. Partners with cross-functional teams including Web Content, Social, Creative Services, Onboard Branding, CRM, and Go-to-Market to develop and deploy member-targeted campaigns and communications. Supports the development and deployment of recurring and targeted loyalty communications, including lifecycle campaigns, newsletters, and member messaging, and monitors performance to identify opportunities to improve engagement. Works with digital and content teams to maintain and improve Crown & Anchor Society content across the website, mobile app, and other guest-facing channels. Tracks campaign performance and engagement metrics including email performance, digital engagement, and member participation, using insights to support continuous improvement of loyalty communications and activations. Identifies opportunities to enhance member engagement across communications, campaigns, onboard activations, and loyalty touchpoints. Supports loyalty events and member activations in partnership with the Loyalty Operations team, including onboard programming, milestone celebrations, special sailings, and high-visibility member experiences, ensuring alignment with program strategy and brand standards. Conducts shipboard visits as needed to review execution of loyalty activations, communications, and member touchpoints to ensure consistency and proper program delivery. Participates in fleet and stakeholder calls to stay aligned on program updates, operational needs, and upcoming loyalty initiatives. Maintains consistency of loyalty communications by conducting periodic reviews of email, web, and onboard content, and working with stakeholders to ensure accuracy and alignment with current program guidelines. Other duties as assigned. Responsibilities are not limited to the tasks listed above.

Requirements

Bachelor’s degree or equivalent in Business with a focus in marketing preferred
Knowledge of Microsoft Word, Excel, Power Point
Strong project management skills
Ability to manage multiple projects under tight deadlines and flexible hours
The ability to coordinate internal and external resources to meet deadlines.
Strong abilities in written and verbal communications, crafting messaging and expressing intent powerfully and simply. An acute attention to detail to ensure accuracy and understanding of message.
Excellent interpersonal skills with an ability to interact with all levels of management, interdisciplinary and multi-cultural teams

Responsibilities

Supports the planning and execution of loyalty events and member activations, including onboard programming, milestone celebrations, and special sailings, in close partnership with the Loyalty Operations team.
Supports the planning and management of the end-to-end guest journey for program-related communications and campaigns across all marketing and sales channels, including updates related to new loyalty initiatives, benefits, and program enhancements.
Collaborates with international stakeholders to support global consistency of Crown & Anchor Society marketing, communications, and lifecycle initiatives while accommodating regional needs.
Serves as a key point of contact for shoreside and shipboard teams on loyalty marketing, communications, and member engagement initiatives.
Supports development and maintenance of loyalty program communications, collateral, and content across all channels, ensuring accuracy, consistency, and alignment with brand and program guidelines.
Partners with cross-functional teams including Web Content, Social, Creative Services, Onboard Branding, CRM, and Go-to-Market to develop and deploy member-targeted campaigns and communications.
Supports the development and deployment of recurring and targeted loyalty communications, including lifecycle campaigns, newsletters, and member messaging, and monitors performance to identify opportunities to improve engagement.
Works with digital and content teams to maintain and improve Crown & Anchor Society content across the website, mobile app, and other guest-facing channels.
Tracks campaign performance and engagement metrics including email performance, digital engagement, and member participation, using insights to support continuous improvement of loyalty communications and activations.
Identifies opportunities to enhance member engagement across communications, campaigns, onboard activations, and loyalty touchpoints.
Supports loyalty events and member activations in partnership with the Loyalty Operations team, including onboard programming, milestone celebrations, special sailings, and high-visibility member experiences, ensuring alignment with program strategy and brand standards.
Conducts shipboard visits as needed to review execution of loyalty activations, communications, and member touchpoints to ensure consistency and proper program delivery.
Participates in fleet and stakeholder calls to stay aligned on program updates, operational needs, and upcoming loyalty initiatives.
Maintains consistency of loyalty communications by conducting periodic reviews of email, web, and onboard content, and working with stakeholders to ensure accuracy and alignment with current program guidelines.