Loyalty Program Director (Hybrid)

Job Description

The Loyalty Program & Marketplace director leads the development, enhancement, and management of Carnival Cruise Line’s loyalty program. This role will work on the strategy for driving program awareness, customer loyalty, and membership. This person will manage the day-to-day operations and technology pieces for loyalty with shipboard and shoreside teams. This person will also be responsible for the loyalty marketplace working with internal stakeholders and the loyalty technology vendor platform to ensure loyalty offers are set up properly, generate demand, and eliminate unsustainable operational complexities. The Director for Loyalty Program & Marketplace will also manage the loyalty P&L and ensures the program is meeting its objectives. We expect that this position can work well and collaborate not only within our loyalty team, but with all the shoreside commercial departments, IT and external business partners.

ESSENTIAL FUNCTIONS:

• Responsible for the development enhancement and management of the loyalty program. Leads the strategy for member acquisition, program awareness, and overall program structure.
• Manages team members that analyzes loyalty program, marketing initiatives, and partner performance. Provides feedback and strategies for improvement based on utilization reports and other metrics. Responsible for the loyalty P&L / Forecasting and ensuring the program meets the desired objectives.
• Oversees the execution of loyalty operations, including marketing offers, onboard benefits, and contact center support. Partners with shipboard operational teams to ensure support for the growth of the program and delivery of expected service levels.
• Partners with internal stakeholders to determine and plan loyalty offers that are practical, cohesive, integrated, and profitable to effectively generate demand and eliminate unsustainable operational complexities. Partners with our marketing team to develop a communication strategy that supports the loyalty program.
• Develops and implements initiatives that improve profitability, lead to sustainable competitive advantages and influence/promote innovation throughout the organization.
• Responsible for the development/ configuration and execution of all the loyalty related rules/promotions in the loyalty system. Manages vendor relationship.

QUALIFICATIONS:

• Education/Major:  Bachelor’s Degree/Master’s Degree a Plus in Business, Marketing, Economics or Engineering.
• Required Years & Area of Professional Experience:  A minimum of 10 years of experience in a variety of increasingly responsible positions with proven P&L responsibility, managing a revenue and / or exposed to a variety of industries.  Experience with Loyalty Programs required.
• Critical Professional Related Technical/Computer Skills:  Good system knowledge & strong analytical skills.
• Preferred Experience and Type:  Demonstrated experience leading teams preferably in the travel or hospitality industry.
• Knowledge, Skills & Abilities:  Experience in Quality assurance management, testing and ability to coordinate across departments in a matrix work environment.  Experience people leader with the ability to hire, lead and develop strong analytical teams.  Working system knowledge and strong analytical skills. Ability to formulate recommendations using data and provide in a concise format to senior management. Strong presentation skills required.

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The range for this role’s base salary is $125,000 – $175,000.  Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience. 

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan.  Management roles are also eligible for an additional vesting equity plan.  Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage
• Financial Benefits:
  • 401(k) plan that includes a company Match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year. 
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends.
  • Personal and professional learning and development resources including tuition reimbursement.
  • On-site preschool program, wellness center, and health clinic at our Miami campus.

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