Manager, Loyalty CRM

Private Destinations•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, triggers, data feeds, decisioning rules, and the accuracy of personalized loyalty information—such as points balance, tier status, tier progress, expiration date, and benefit eligibility—across member communications and digital surfaces. The role works closely with .com, content, UI/UX, Brand, Analytics, and CRM Operations teams to keep loyalty information accurate and consistent across CRM channels, carnival.com, the mobile app, authenticated member pages, and onboard digital surfaces. It governs reusable loyalty components, templates, content, and brand standards, and directs agency and internal creative resources while influencing roadmaps without direct authority over partner teams. The Manager owns deployment QA, deliverability health, performance reporting, and structured testing to improve lifecycle journey performance. The role requires hands-on enterprise CRM/ESP expertise, working SQL proficiency, strong data-validation and QA capabilities, and experience managing customer-facing digital content and reusable design components. This is an in-office role based at a designated Carnival office in South Florida Monday through Thursday, with the option to work from home on Fridays. Candidates must be located in or willing to relocate to the Miami/Ft. 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 partnering with .com, content management, and UI/UX teams, including contributing requirements to a design system or component library.
Strong QA discipline and demonstrated responsibility for the accuracy of data-driven, personalized customer communications at scale.
Working knowledge of email deliverability, list hygiene, responsive rendering, and digital accessibility standards.
Bachelor's degree in Marketing, Information Systems, Analytics, Communications, or a related field, or equivalent experience.
Experience designing and operating triggered, data-driven lifecycle CRM programs at scale, rather than solely executing batch campaigns.
Experience validating personalized data 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 collaborating with UI/UX and Brand teams on reusable components, templates, and brand governance across web, app, and email.
Experience managing brand, legal, and compliance review cycles for customer-facing digital content while maintaining delivery timelines.
Experience building performance reporting and conducting structured A/B or multivariate testing.
Ability to work from a designated Carnival office in South Florida Monday through Thursday and be located in or willing to relocate to the Miami/Ft. 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 caps, 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 data dictionary of loyalty attributes available to CRM.
Coordinate loyalty content across carnival.com, the mobile app, authenticated member dashboards, and onboard digital surfaces to ensure it is accurate, current, and consistent with CRM messaging.
Manage the loyalty content request and review pipeline into .com and content roadmaps, including copy, module requirements, dynamic content rules, and publication timing.
Validate member-facing displays such as points balances, tier badges, progress indicators, and benefit lists against platform data, and escalate discrepancies.
Partner with UI/UX and Brand teams on reusable loyalty components, templates, and patterns across email, app, web, and onboard digital channels.
Enforce Carnival Rewards brand standards for logo usage, typography, color, and approved program terminology, and maintain the source of truth for loyalty naming, tier nomenclature, 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 across delivery, engagement, and downstream member behavior, and run structured tests to improve journey performance.
Direct agency and internal creative resources and influence .com and design roadmaps to secure loyalty requirements.
Promote an ethical and compliant culture, act with integrity and honesty, treat others respectfully, and speak up about misconduct or concerns.

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 and additional vacation accruing with tenure.
Annual sick time for eligible full-time employees.
Complimentary stand-by cruises, employee discounts on confirmed cruises, and special rates for family and friends.
Personal and professional learning and development resources, including tuition reimbursement.
On-site fitness center at the Miami campus.
Annual cash bonus program for non-sales roles.