Manager Sr, CRM

Carnival Cruise Lines Miami , FL 33196

Posted 4 months ago

Company:Carnival Cruise Line

Area of Interest:Marketing

Location:Miami

State:Florida

Job Title:OB.TITLE

Job Description:

We are currently seeking a Senior Manager, CRM. The Senior Manager, CRM defines and implements marketing/communication strategies across all audience segments (prospects and past guests) in email, direct mail, and Carnival.com to drive consideration and bookings for Carnival Cruise Line. Individual also develops and executes ecommerce Merchandising/Promotional strategies based on real time data in partnership with Revenue Management, Content, and other marketing teams and business units. This individual will be the customer advocate partnering heavily with the Research and Data Science/Analytics teams to identify actionable insights to drive customers down the booking funnel. This manager will maximize ROI by leading audience segmentation among members and by orchestrating message timing and type based on segments /customer journey for over 300 campaigns per year. Position will lead and manage the direct mail channel, website merchandising, and will partner with Email Operations team for email deployment.

Essential Functions

CRM STRATEGY AND EXECUTION:

  • Develop and execute strategies to drive consideration, intent, and conversion across audience segments (past guests and prospects).

  • Partner with Consumer Research and Data Science/Analytics teams to develop segmentation strategies.

  • Build campaigns and programs around segments and customer journeys.

  • Execute personalization strategies to ensure a timely and relevant user experience.

  • Support targeted and broad promotions ensuring value proposition is clear and offer is merchandised to break through clutter and drive bookings.

  • Manage and own content optimization across segments/ journeys on Carnival.com, email and direct mail.

  • Consistently seek new and innovative ways to leverage customer information and content to drive relevance and ultimately bookings.

  • Leads development of predictive models, including likelihood to respond, next best offer, and customer lifetime value.

  • Help to create a culture of innovation and experimentation with new ideas and technologies; test and learn.

  • Monitor performance and continue to optimize target segments and messaging strategies.

WEBSITE MERCHANDISING:

  • Develop, test and deploy merchandising improvements to the site experience and digital cross-channel communication to drive higher engagement and improved conversion. Work with analytics on testing and measurement plan

PROMOTIONAL PLANNING + COLLOBORATION

  • Collaborate with Revenue Management to understand upcoming promotions along with Supervisor, Merchandising. Ensure cross-team collaboration with other marketing teams (i.e. production and email operations) so that experience is aligned cross channel.

DIRECT MAIL CHANNEL

  • Direct mail channel owner with responsibilities including agency and budget management.

  • Develop and manage execution of direct mail campaigns with targeted, data-based, A/B testing approaches to drive incremental bookings

LEAD GENERATION

  • Grow new leads in partnership with media team and external partners.

  • Monitor performance including engagement and conversion of leads to optimize lead gen sourcing.

TEAM, AGENCY AND BUDGET MANAGEMENT

  • Coach and develop team of four, manage agencies ensuring the highest quality output, and manage expenses against budget continuously seeking efficiencies.

Minimum Qualifications

  • Bachelor's Degree

  • Master's /MBA Preferred

  • 8+ years experience

Benefits as a member of Carnival's Team:

  • A comprehensive healthcare program, dental coverage and flexible spending accounts.

  • Company-paid term life insurance and long term disability coverage, employee-paid optional life insurance and other voluntary insurance programs.

  • A 401(k) plan that includes up to a 3% company match after one year of service and a discretionary-profit sharing contribution in your second year of eligible employment

  • Tuition Reimbursement that provides up to 75% reimbursement for company related professional career development.

  • Employee Stock Purchase plan that provides up to a 15% discount off the Fair Market Value of Carnival Corporation Common Stock Paid vacation and sick time.

  • Two complimentary "Fun Ship" cruises a year (based on available space and seniority) as well as discounted rates to friends and family in addition to other discounts to local and neighborhood vendors.

  • An on-site fully accredited preschool educational program that provides developmentally appropriate educational programming for families of children ages 6 weeks through 5 years of age and up to 12 years of age during school holidays and summer vacation in addition to drop-in care for those unexpected childcare conflicts.

  • An on-site Health and Wellness Center that provides a full range of activities including weight training machines, free weights, cardiovascular equipment, an aerobic center, massage therapy, certified personal trainers and a wide variety of other programs

  • Two complimentary "Fun Ship" cruises a year (based on available space and seniority) as well as discounted rates to friends and family in addition to other discounts to local and neighborhood vendors

About Carnival Cruise Line

Carnival Cruise Line is the most popular cruise brand in North America and operates 25 ships designed to foster exceptionally fun and memorable vacation experiences at an outstanding value. Carnival Cruise Line is the leading provider of year-round Caribbean cruises and also operates seasonal cruises in Europe, Alaska, New England, Canada, Bermuda, Hawaii, Mexican Riviera and the Panama Canal. The brand caters to a wide consumer demographic, appealing to families, couples, singles and seniors alike. One common denominator among Carnival's guests is the desire for a truly fun, memorable and enjoyable vacation experience.

Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by local, state, federal, and/or international law.

For information about FMLA eligibility and guidelines please visit: www.dol.gov/whd/fmla (copy and paste link into your browser)

req10426

Job ID 9229496

full job description


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Manager Sr, CRM

Carnival Cruise Lines