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This position will be working onsite from Miami
The Sr Manager of Loyalty reporting to the AVP of Loyalty will lead the ongoing day-to-day management of Silversea’s Loyalty program Venetian Society and play an integral role in the roll out of the program’s continuous enhancements This position requires highly tuned collaborative skills to coordinate programming implementations across cross-functional teams in Hotel Operations Revenue Management Digital Transformation IT Sales Contact Center and Marketing to ensure alignment obtain buy-in on program evolution and make sure core KPIs are both understood and met This person will also oversee marketing of the credit card program
Essential Duties and Responsibilities:
Delivers on global loyalty program goals including enrollment engagement retention
- and satisfaction
Identifies customer needs (based on research/insights) and develops innovative and creative programs and solutions to deliver those needs as it relates to the loyalty program
Overall program management including value proposition; marketing; cost management; operations; training; and execution of member benefits in Contact Centers digitally- and Onboard
- Ensures global loyalty message is integrated into all marketing collateral/ communications developed for consumer digital and onboard
Focuses on improving customer satisfaction onboard and in the Loyalty Contact Center by identifying root causes- creating action plans and driving flawless tactical execution
Works closely with ship management and global offices
- Develops & maintains Standard Operating Procedures for Loyalty program and has ownership for ratings of the program
- Develops and manages the online (website) experience of Loyalty members
- Works with shipboard teams including Loyalty Ambassadors to set them up for success
- Oversees IT projects for improvements to Loyalty support systems and program enhancements
Provides competitive insights on Loyalty programs to keep Venetian Society best in class
Qualifications Knowledge and Skills:
- Bachelor’s degree or equivalent work experience
10-12 years of experience with a proven track record of driving innovative ideas and strategies for consumer loyalty programs and successfully delivering strategies that meet growth targets
Minimum 5 years of previous marketing experience especially consumer engagement promotion execution retention strategies- go-to-market execution
Passionate about driving customer loyalty- and overall customer marketing
- Credit Card experience is a plus
Thorough understanding of consumer marketing and brand management concepts approaches- and tactics
Strong program management expertise with a proven track record of delivering business results assessing complex problems overcoming obstacles achieving key milestones- and driving implementation success
Ability to work well across departments influence without authority- navigate complex organizational dynamics
Demonstrated track record of success in collaborating influencing- and building strong relationships at all organizational levels and across multiple business areas
Very strong communication and presentation delivery skills- with the ability to influence decision-makers to think creatively about consumer-related approaches
Expertise in analyzing and interpreting data designing approaches to address data findings measuring effectiveness of approaches and re-directing approaches in an agile- real-time manner
Ability to plan and facilitate effective- productive meetings/work groups of varying size
- Ability to manage projects across multiple workstreams and cross-functional teams
Proficient in Microsoft Office suite- particularly Excel and PowerPoint
- The ability to establish and develop long-term relationships with both internal and external customers will be a key to the success of the role
- Demonstrated ability to work in a collaborative team environment and independently
- Demonstrated problem solving and decision-making skills
- Excellent presentation skills (written/verbal)
- Sound financial management skills
- Ability to achieve results within budget and target deadlines
Strong strategic thinking and planning skills and take appropriate action on a timely basis
Marketing skills include brand positioning and strategy media management social- and digital
A true customer advocate- with passion for customer experience overall
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race color religion sex age national origin disability sexual orientation sexuality gender identity or expression marital status or any other characteristic protected by law Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment
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