Manager, Loyalty CRM

Carnival Corporation•Miami, FL

2d•Hybrid

About The Position

The Manager, Loyalty CRM owns the CRM and data-driven member communication layer of the Carnival Rewards program. This technical, data-oriented role is accountable for audience logic, trigger definitions, data feeds, decisioning rules, and the accuracy of personalized information—such as points balance, tier status, tier progress, expiration dates, and benefit eligibility—across member communications and digital surfaces. The role partners with .com, content, UI/UX, Brand, Analytics, and CRM Operations teams to keep loyalty content and data consistent across carnival.com, the mobile app, authenticated member pages, and onboard digital surfaces. It directs agency and internal creative resources and influences digital and design roadmaps. The position is classified as in-office: employees work from a designated Carnival office in South Florida Monday through Thursday and may work from home on Fridays. Candidates must be in or willing to relocate to the Miami/Fort Lauderdale area. Less than 25% non-shipboard travel is likely.

Requirements

At least 5 years of experience in CRM, marketing technology, lifecycle/database marketing, or digital communications.
Hands-on experience in an enterprise CRM/ESP platform such as Salesforce Marketing Cloud, Braze, Adobe Campaign, or a comparable platform, including journey builds, data extensions, and dynamic content.
Working SQL proficiency and ability to construct and validate audience queries against relational data.
Experience designing and operating triggered, data-driven lifecycle CRM programs at scale, beyond batch campaign execution.
Experience validating personalized data elements against a system of record and resolving data-quality defects.
Experience managing loyalty or member content requests into .com and content-team roadmaps, including CMS workflows.
Experience partnering with .com, content-management, and UI/UX teams, including contributing requirements to a design system or component library.
Experience collaborating with UI/UX and Brand teams on reusable components, templates, and brand governance across web, app, and email.
Strong QA discipline and experience owning accuracy for data-driven, personalized customer communications at scale.
Working knowledge of email deliverability, list hygiene, responsive rendering, and digital accessibility standards.
Experience managing brand, legal, and compliance review cycles for customer-facing digital content without compromising delivery timelines.
Experience building performance reporting and conducting structured A/B or multivariate testing to optimize outcomes.
Bachelor’s degree in Marketing, Information Systems, Analytics, Communications, or a related field, or equivalent experience.
Ability to work from a designated Carnival office in South Florida Monday through Thursday; must be located in or willing to relocate to the Miami/Fort Lauderdale area.
Ability to remain stationary at a desk and/or computer for extended periods.

Nice To Haves

Loyalty program experience is strongly preferred.

Responsibilities

Design and maintain loyalty CRM journeys, including enrollment, welcome, tier attainment and progress, points expiration, redemption confirmation, reactivation, and program change notices.
Define journey triggers, entry and exit criteria, suppression rules, frequency capping, and decisioning logic.
Own segmentation and audience-build logic with Analytics, including query construction and data extension and audience table management.
Validate personalized message data against the loyalty platform source of truth and maintain the CRM loyalty-attribute data dictionary.
Coordinate accurate, current, and consistent loyalty content across carnival.com, the mobile app, authenticated member dashboards, and onboard digital surfaces.
Manage loyalty content requests and reviews for .com and content roadmaps, including copy, module requirements, dynamic content rules, and publication timing.
Validate member-facing points balances, tier badges, progress indicators, and benefit lists against platform data, and escalate discrepancies.
Partner with UI/UX and Brand teams to implement reusable loyalty components, templates, and patterns across email, app, web, and onboard digital channels.
Enforce Carnival Rewards brand standards and maintain the source of truth for approved loyalty naming, tier terminology, and brand assets.
Contribute loyalty requirements to design reviews and validate component rendering, responsiveness, and accessibility.
Own end-to-end deployment QA, including seed-list testing, render and device checks, link validation, dynamic-field verification, and reconciliation against platform configuration.
Manage deliverability health, including list hygiene, engagement-based suppression, and sender-reputation monitoring with CRM Operations.
Build and deliver performance reporting on delivery, engagement, and downstream member behavior, and run structured tests to improve journey performance.
Trace data discrepancies through CRM data extensions, platform feeds, and front-end display logic; determine and resolve the correct source and fix.
Manage brand, legal, and compliance review cycles for customer-facing digital content while maintaining delivery timelines.

Benefits

Cost-effective medical, dental, and vision plans
Employee Assistance Program and other mental health resources
Company-paid term life insurance and disability coverage
401(k) plan with company match
Employee Stock Purchase plan
Eight company-wide holidays and two floating holidays for eligible full-time and part-time employees with benefits
Vacation time, with full-time employees at manager level and below starting at 14 days per year
Sick time, with full-time employees receiving 80 hours each year
Complimentary stand-by cruises
Discounts on confirmed cruises and special rates for family and friends
Personal and professional learning and development resources
Tuition reimbursement
On-site fitness center at the Miami campus
Annual cash bonus program for non-sales roles