Sr Director, Loyalty

2 months ago

Miami, Florida, United States Royal Caribbean International Full time

POSITION: Senior Director, Loyalty

LOCATION: Miami, Fl

REPORTS TO: AVP, Loyalty and Communications

ABOUT US

We encourage people to sail beyond their perceptions and expand their horizons. Our award-winning ships are impeccably designed, serve up exquisitely prepared culinary experiences, and offer The World at Your Service in more than 300 destinations on all seven continents.

POSITION OVERVIEW

This multi-faceted role works across the areas of customer loyalty, cobrand, and gift card to increase loyalty, guest satisfaction, and engagement.

Our loyalty members are the center of our business driving revenue, load factor, and NPS. This role will own the loyalty program strategy, program operations, member marketing, as well as cobrand and gift card acquisitions and marketing.

LOYALTY, CO-BRAND, & GIFT CARD

The role is responsible for leading the Captain's Club guest loyalty program globally which has >5M members, represents ~50% of brand revenue, and touches virtually all aspects of our operations from technology and call centers to hotel operations and sales. The role oversees the development and delivery of all program benefits, as well as the communication and marketing to members. This person will develop an on-going forum to interact with members, develop our member ambassador program, as well as be responsible for planning all member events including the annual President's Cruise.

This Sr. Director will oversee the program's long-term strategy and partnership with the Royal Caribbean International and Silversea brands. They will also lead our co-brand credit card and gift card products including the integration of these products with loyalty.

RESPONSIBILITIES

This multi-faceted role works across the areas of customer loyalty, cobrand, and gift card to increase loyalty, guest satisfaction, and engagement. Our loyalty members are the center of our business driving revenue, load factor, and NPS. This role will own the loyalty program strategy, program operations, member marketing, as well as cobrand and gift card acquisitions and marketing.

LOYALTY, CO-BRAND, & GIFT CARD

The role is responsible for leading the Captain's Club guest loyalty program globally which has >5M members, represents ~50% of brand revenue, and touches virtually all aspects of our operations from technology and call centers to hotel operations and sales. The role oversees the development and delivery of all program benefits, as well as the communication and marketing to members. This person will develop an on-going forum to interact with members, develop our member ambassador program, and plan all member events including the annual President's Cruise.

This Sr. Director will oversee the program's long-term strategy and partnership with the Royal Caribbean International and Silversea brands. They will also lead our co-brand credit card and gift card products including the integration of these products with loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Own the vision and develop strategies to grow and strengthen guest loyalty.
  • Own all loyalty program SOPs and oversee its execution on board partnering with hotel operations and shipboard teams.
  • Manage 1-1 to loyalty marketing including engagement marketing, promotional offers, lifecycle marketing, etc.
  • Serve as the strategic leader of the Celebrity co-brand credit card product to drive incremental revenue and member engagement.
  • Serve as the strategic leader of the Celebrity gift card product to drive incremental revenue and engagement.
  • Be the voice of the loyalty member across both shoreside and shipboard teams providing actionable feedback for effective marketing, product development, and guest experience initiatives.
  • Manage and track all loyalty KPIs.
  • Represent loyalty in all brand decisions as it related to products, services, new ship launches, and more.
  • Lead the program's innovation and expansion of capabilities in partnership with Royal Caribbean International and Silversea Cruises.
  • Manage a high performing team of 9.

QUALIFICATIONS

  • Bachelor's Degree in Marketing required (MBA preferred)
  • 10+ year's experience in loyalty, travel loyalty preferred
  • 10+ year's experience in customer marketing
  • 5+ year's experience in a supervisory or managerial role
  • Strong leadership and project management skills
  • Excellent interpersonal, collaboration, and communication skills
  • Deep knowledge of loyalty across multiple industries required
  • Ability to operate in cross-functional global environment
  • Experience managing multiple, competing priorities in a constantly changing environment
  • Strong analytical skills and ability to analyze products, competitors and international market dynamics
  • Consumer and trend-driven with an ability to connect macro / micro trends
  • Proven ability to lead and inspire a team.
  • Demonstrated strength in communication and influencing skills; not only written and verbal, but also in the engagement of internal and external business partners
  • Skilled at partnering with VP and C-level executives in driving strategic decision-making
  • Comfortable presenting to leadership at the brand and corporate levels

  • Sr. Manager, Loyalty Marketing and Events

    2 months ago

    Miami, Florida, United States Royal Caribbean International Full time

    Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.The Royal Caribbean Group's Celebrity Cruises brand has an...

  • Sr. Manager, Strategic Planning and PMO Loyalty

    1 month ago

    Miami, Florida, United States Royal Caribbean International Full time

    Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.The Royal Caribbean Group's Celebrity Cruises brand has an...

  • Sr. Director, IT Client Success

    2 weeks ago

    Miami, Florida, United States UOMUOMUS Full time

    Position Title: Sr. Director, IT Client Success- UHealth ITCompany: University of MiamiThe University of Miami's Department of Information Technology is seeking a full-time Sr. Director, IT Client Success for UHealth IT. This role entails overseeing IT client support services to meet the needs of UHealth's enterprise users. The Sr. Director is responsible...

  • Director, Lifecycle Marketing and Loyalty

    4 days ago

    Miami, Florida, United States Restaurant Brands International Inc Full time

    About Restaurant Brands International Inc.Restaurant Brands International Inc. is a leading global quick service restaurant company with a portfolio of iconic brands, including TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS. With a strong presence in over 100 countries, RBI operates a network of over 30,000 restaurants, generating annual system-wide...

  • Sr. Sales Director, Group Benefits

    1 month ago

    Miami, Florida, United States MASA Full time

    This is a remote position based in Central or South Florida.Are you an experienced Group Benefits salesperson looking for something fresh and different?Are you up for the challenge of educating brokers and groups on something new in exchange for a greenfield market with no competition?MASAoffers unique voluntary benefits products with strong...

  • Sr. Sales Director, Group Benefits

    2 weeks ago

    Miami, Florida, United States MASA Full time

    This is a remote position based in Central or South Florida.Are you an experienced Group Benefits salesperson looking for something fresh and different? Are you up for the challenge of educating brokers and groups on something new in exchange for a greenfield market with no competition?MASA offers unique voluntary benefits products with strong...

  • Sr Dir Product Innovation

    1 month ago

    Miami, Florida, United States Royal Caribbean International Full time

    ABOUT USRoyal Caribbean International is known for driving innovation at sea and has continuously redefined cruise vacationing since its launch in 1969. Each successive class of ships is an architectural marvel and pushes the envelope of what is possible on a cruise ship. Onboard, the global cruise line has debuted countless industry "firsts" – such as...

  • Sr. Manager, Programs

    3 months ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.The Department of Public Health Sciences is currently seeking a...

  • Sr Dir, Mission Control

    2 weeks ago

    Miami, Florida, United States Royal Caribbean International Full time

    ABOUT US RCG is a leading organization in the Cruise industry, committed to ensuring the safety, security and regulatory compliance of our maritime operations, guest, and employee data through cutting-edge technology and innovative cybersecurity measures. We are seeking a highly skilled and experienced Senior Director of Maritime Cybersecurity to join...

  • Sr. Project Manager, Construction

    4 weeks ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.The department of Facilities has an exciting opportunity for a Sr....

  • Sr. Administrative Assistant

    4 weeks ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.The UHealth system at the University of Miami has an exciting...

  • Sr. Manager, FP&A and Corporate Development, International

    2 months ago

    Miami, Florida, United States Restaurant Brands Full time

    About Restaurant Brands International:Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS, BURGER...

  • Sr. Financial Assistant

    4 weeks ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.GENERAL DESCRIPTION:The Sr. Financial Assistant will be an integral...

  • Sr - Administrative Assistant - Deerfield Beach

    4 weeks ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.The University of Miami is currently seeking a Sr. Administrative...

  • Sr. Analyst, Brand Innovation

    1 month ago

    Miami, Florida, United States Royal Caribbean International Full time

    Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.The Royal Caribbean Group's Celebrity brand has an exciting career...

  • Sr. Director, Sponsored Programs

    1 month ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.The department of Medicine, division of Finance, has an exciting...

  • Sr. Director, Sales and Go-to-market

    3 weeks ago

    Miami, Florida, United States Visa Full time

    Company DescriptionVisa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure...

  • Director, Lifecycle Marketing

    2 months ago

    Miami, Florida, United States Restaurant Brands Full time

    About Restaurant Brands International: Restaurant Brands International Inc. stands as a major player in the quick service restaurant industry, boasting annual system-wide sales surpassing $40 billion and a network of over 30,000 restaurants spread across 100+ countries. Within its portfolio, RBI proudly owns four renowned quick service restaurant brands -...

  • Sr. Director, Software Engineering

    2 months ago

    Miami, Florida, United States Restaurant Brands Full time

    About Restaurant Brands International:Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS, BURGER...

  • Sr. Program Coordinator, Events

    4 weeks ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.The Sr. Program Coordinator oversees all aspects of planning...