Sr. Manager, Loyalty Marketing and Events

Position Summary

The Captain’s Club is Celebrity’s award-winning loyalty program that keeps our guests coming back again and again. With millions of members, the program is responsible for driving guest engagement, return, frequency, satisfaction, and brand loyalty.

Our members are at the core of everything we do, and their feedback and insights are vitally important to our brand.

We are seeking an individual to create a two-way open communication stream with guests to gather feedback and insights, test brand changes and messaging, and combat untrue information as well as lead member satisfaction initiatives.

This will include managing always-on two-way communication between our members and the brand, identifying and developing relationships with brand ambassadors, managing messaging for members for any brand changes, and working on a variety of initiatives to improve the member experience.

This role will work cross-functionally with colleagues in marketing, insights, hotel operations, and onboard revenue.

This person will thrive in a fast-paced, multi-branded environment and loves to problem solve. They will often work cross functionally to help drive key business decisions and in turn will lean heavy on their strong communication skills across the organization.

Essential Duties and Responsibilities :

• Serve as the voice of the member for cross-functional teams and initiatives.
• Develop and always-on two-way communication stream with members including an online research community, webinars, Q&A sessions, in-person ship events with members, and more.
• Identify and propose new ideas that drive member satisfaction and engagement as well as enhance business goals.
• Manage all guest channels to ensure accurate and up-to-date information is disseminated for members. Develop and implement a strategy to manage communication across social channels, work directly with forums like cruise critic and form partnerships with brand ambassadors to enhance our messaging.
• Partner with business insights to identify pain points impacting NPS for members and develop strategies to combat it.
• Partner with hotel operations and onboard revenue on all guest-facing initiatives to ensure it is a positive experience for members.
• Support member events including annual President’s Cruise.
• Manage ship-visits for shoreside team members to meet with crew.
• Manage and report out on to leadership on KPIs and progress.
• Manage loyalty budget.

Qualifications, Knowledge and Skills :

• 10+ years’ experience working within a marketing environment preferably in loyalty, or other strategic marketing roles
• Experience within travel and hospitality industry desirable
• Social experience a plus
• Strong verbal and written communication skills
• Proven project management skills
• Experience with facilitating meetings among stakeholders on various levels within the organization Ability to be flexible, follow tight deadlines, organize and prioritize work.
• Experience with cross-functional collaboration and project management
• Knowledgeable of MS Word, Excel, PowerPoint
• Ability to manage multiple projects under tight deadlines.
• Excellent interpersonal skills with an ability to interact with all levels of management.
• Highly motivated and can do’ attitude. Excellent attention to detail and accuracy, team player.
• Experience with multi-channel marketing and campaign development preferred.
• Excellent Customer Service Skills.
• Highly focused on the guest and their needs
30+ days ago