Social Listening Analyst

Holland America Group•Fort Lauderdale, FL

5h•Hybrid

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. We are looking to hire a Social Listening Analyst. The Social Listening Analyst serves as a subject‑matter expert for Princess Cruises’ social listening and digital sentiment intelligence program. This role is responsible for defining, governing, and continuously optimizing how guest conversation, sentiment, and emerging risks are identified, evaluated, and interpreted across social and digital platforms. The Social Listening Analyst exercises independent judgment to determine the materiality, relevance, and business significance of guest sentiment trends, potential reputational risks, and emerging issues, and provides strategic recommendations and advisory guidance to Social Care, Social Media, PR/Communications, Guest Services, and Brand leadership. This role operates with a high degree of autonomy and is accountable for establishing listening standards, escalation frameworks, and reporting methodologies that inform decision‑making, crisis preparedness, and ongoing brand and guest‑experience strategy. While the role does not have direct people management responsibility, it influences cross‑functional teams through expertise, analysis, and governance of the social listening function. Here’s a summary of what Princess is looking for in a Social Listening Analyst. Is this you?

Requirements

Bachelor’s degree or equivalent professional experience
5+ years of experience in social media customer service, social listening, content moderation, or community management
Hands-on experience using enterprise social media management and listening tools (e.g., Sprinklr, Sprout Social, or comparable platforms)
Experience monitoring, moderating, and evaluating high volumes of social conversation for large or consumer-facing brands
Experience applying moderation guidelines, escalation protocols, and brand safety standards in real-time environments
Strong written communication skills with the ability to clearly document, summarize, and escalate findings
Ability to manage multiple priorities and remain effective in fast-paced, high-volume settings• Proficiency with standard workplace collaboration tools (e.g., email, messaging platforms, reporting tools)
Proven experience using enterprise social media management and listening tools (e.g., Sprinklr, Sprout Social, or comparable platforms).
Demonstrated experience working on the frontlines of social media for a high-volume, consumer-facing brand, with direct exposure to public guest feedback, questions, complaints, and sentiment.
Experience evaluating tone, intent, and urgency of user-generated content to support moderation decisions and escalation pathways.

Responsibilities

Manage the strategic configuration and ongoing optimization of Princess Cruises’ enterprise social listening ecosystem, including the establishment of keywords, alerts, tagging frameworks, dashboards, and analytical methodologies used across teams to evaluate guest sentiment and reputational risk.
Maintain listening standards, escalation criteria, and materiality thresholds that determine when guest sentiment, misinformation, or emerging issues require cross‑functional awareness, leadership visibility, or formal response.
Serve as an internal advisor and subject‑matter expert to PR/Communications, Guest Services, and Operations teams by translating guest sentiment and conversation data into actionable insights, recommendations, and strategic context.
Continuously evaluate and refine listening methodologies, tools, and analytical approaches to ensure accurate, relevant, and forward‑looking coverage of guest conversation across global markets.
Monitor the effectiveness of escalation frameworks and listening standards, making recommendations for refinement based on evolving risk patterns, platform changes, and business needs.