Sr. Analyst, Onboard Revenue

Royal Caribbean Cruises Ltd•Miami, FL

3d•Onsite

About The Position

This role executes and analyzes casino database marketing campaigns designed to maximize profitable bookings, net gaming revenue, conversion, and growth of the marketable guest database. The Senior Analyst performs hands-on audience segmentation, offer assignment, campaign development, testing, quality assurance, reporting, and performance analysis across direct mail, email, web, and app channels. The role partners with Casino Marketing, Consumer Outreach, Revenue Management, VIP Program Operations, Club Royale, Web, Ecommerce, and other teams to support customer acquisition, increase inbound customer contact, and deliver accurate campaigns at profitable margins. Success is measured through campaign execution, booking and revenue growth, conversion, profitability, digital performance, and actionable insights, and the role reports to the Manager, Casino Database Marketing.

Requirements

Bachelor’s degree in Analytics, Industrial Engineering, Business, or a related field required.
Two to three years of experience in database marketing, analytics, CRM, loyalty marketing, revenue optimization, or a related discipline.
Experience executing multi-channel campaigns and working with large customer datasets preferred.
BS/BA in Marketing, Business Analytics, Industrial Engineering, Business, or a related field.
Strong analytical skills with the ability to translate data into clear findings and practical campaign recommendations.
Experience in database analytics and revenue optimization, CRM, customer segmentation, customer contact strategy, loyalty marketing, and metrics-based marketing.
Knowledge of the principles of casino mathematics, including the calculation of theoretical loss, is a plus.
Advanced proficiency in Microsoft Excel and working knowledge of Word and PowerPoint.
Working knowledge of analytical and reporting tools such as Alteryx, Toad/SQL, Power BI, SAS, or similar platforms.
Execution: excellent attention to detail, accuracy, organization, documentation, and follow-through.
Project management: ability to manage multiple campaigns, deadlines, dependencies, and cross-functional deliverables in a fast-paced environment.
Ability to identify data or process issues, investigate root causes, and recommend practical solutions.
Effective written and verbal communication skills, including the ability to explain analytical findings, campaign requirements, and complex procedures to managers and business partners.
Ability to work independently and collaboratively with cross-functional teams.
Ability to travel domestically and internationally and work flexible hours as business needs require.
Approach: energetic, self-motivated, proactive, adaptable, poised, and comfortable learning new tools and processes.

Nice To Haves

Experience executing multi-channel campaigns and working with large customer datasets preferred.
Knowledge of the principles of casino mathematics, including the calculation of theoretical loss, is a plus.

Responsibilities

Create and execute casino database marketing campaigns from intake through deployment, including audience selection, segmentation, offer assignment, campaign setup, validation, documentation, and post-launch monitoring.
Analyze the casino guest database to identify growth opportunities, actionable customer segments, campaign risks, and opportunities to improve bookings, net gaming revenue, conversion, and profitability.
Segment the casino marketing database and apply approved reinvestment strategies and offer parameters to maximize the profitability of targeted player groups through testing and analysis.
Build and validate targeted customer lists using approved business rules, eligibility requirements, exclusions, reinvestment parameters, and campaign specifications.
Prepare campaign files, templates, calendars, specifications, and supporting documentation for direct mail, email, web, app, and other customer contact channels.
Coordinate campaign deliverables with Marketing, Web, Ecommerce, Consumer Outreach, VIP Services, Revenue Management, and other stakeholders to support accurate and timely launches.
Support web offer development, testing, and production by validating campaign logic, customer eligibility, offer presentation, booking paths, and expected outcomes.
Contribute to the casino marketing testing program by proposing tests, preparing test populations, validating execution, analyzing and reporting results, and documenting learnings for incorporation into future casino tactics and channels.
Perform quality assurance throughout the campaign lifecycle, research discrepancies, document findings, and partner with the appropriate teams to resolve issues.
Deliver consistent post-campaign, monthly, quarterly, and annual reporting with analysis, insights, trends, and practical recommendations for future casino marketing tactics.
Collaborate with Casino Operations, Hotel Performance, and other partners to ensure data is collected, reported, and analyzed accurately and consistently across teams and reports.
Maintain campaign trackers, standardized processes, business rules, and documentation to improve consistency, speed, accuracy, and operational continuity.
Support the development of segmented and automated campaigns across digital channels, including web and app, to increase customer engagement and digital redemption.
Serve as a day-to-day liaison between internal Club Royale teams and Marketing to support the development and delivery of casino collateral and loyalty initiatives.
Collaborate with Club Royale and Marketing teams to increase automated customer touchpoints and improve the guest experience and loyalty engagement.
Provide analytical and execution support for Club Royale initiatives such as Instant Rewards, Partnership Certificate Events, representative cross-marketing, Player Development marketing, and other assigned programs.
Partner with Shipboard Operations, IT, and Hotel Performance to investigate data-quality issues, improve the quantity and quality of the casino database, and support accurate ship-to-shore data transfer.
Research and assist with customer issues, escalations, and onboard responsibilities when assigned.
Communicate project status, dependencies, execution risks, issues, results, and recommendations clearly to managers and cross-functional partners.