Lead, CRM Communications and Engagement

4 weeks ago

Miami, United States Royal Caribbean Group 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 exciting career opportunity for a full time Lead, CRM Communications and Engagement on the Loyalty and Direct Marketing Team reporting to the Sr. Manager, Global Email.

This position will work on-site in Miami, Florida

Position Summary:

The Lead, CRM Communications and Engagement will support the Sr. Manager, Email Marketing to manage the pipeline email campaigns as well as execution of optimization initiatives outlined in roadmap. This role will assist in the planning, developing, implementing, and maintaining the overall company's email marketing strategy across all lines of Celebrity Cruises business including global, demand, brand comms, Guest Communications and Loyalty. In addition, this lead role will spearhead activation of additional channels in automated guest lifecycle communications.

Essential Duties and Responsibilities:

  • Take the lead with email marketing strategies that will support the business needs and initiatives.
  • Develop and implement automated marketing campaigns to nurture leads, drive engagement, achieve marketing goals.
  • Responsible for prioritization/timelines of projects with outside teams (Creative, BI, RM, legal/external legal departments).
  • Monitor and analyze campaign performance, providing insights for continuous improvement.
  • Optimize our email templates using graphics, personalization, and advanced features.
  • Enhance guest engagement with communications utilizing gamification.
  • Lead A/B testing to optimize email initiatives and results.
  • Support the creation of CRM comms segmentation strategy playbook.
  • Stay abreast of the latest Salesforce Marketing Cloud features and email best practices.
  • Successfully engage consumers building an upward trend on main EM KPI.
  • Support the team by tracking and managing Work Front tickets for all creative assets to ensure timely delivery and provide daily/weekly status updates and timelines.
  • Responsible for creating/tracking progress on Jira with the BI team to ensure that special requirement deadlines are met.
  • Responsible for creating/tracking EM Campaign development on Asana to ensure campaign execution from beginning to end.
  • Coordinate EM campaign executions with HTML Developers.
  • Work closely with 3rd party vendors such as Liveclicker, Email on Acid, and others to improve email performance.
  • Prepare Executive presentations showcasing EM marketing performance.
  • Organizes related strategic documents and campaign assets in SharePoint and/or shared drives so all supporting marketing teams can leverage campaign details and history.
Qualifications, Knowledge and Skills:
  • Bachelor's degree in Marketing, Advertising, or related field experience.
  • 6+ years of Proven experience in CRM, with a focus on Salesforce Marketing Cloud.
  • Knowledge of project management tools like: Workfront, Asana, Jira to manage channel requests across all areas included but not limited to: the creative team, web content, BI for audience building and analytics requests.
  • Must be self-starter, proactive and solution focused.
  • Must be able to lead projects across multiple stakeholders.
  • Strong organizational skills, project management and the ability to juggle multiple assignments.
  • Strong Communication skills.
  • Proficient in Microsoft Office including PowerPoint and Excel.
  • Strong understanding of marketing principles, customer journeys, and lead nurturing strategies.
  • Familiarity with data management and segmentation.


We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon

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.

#LI-SR1

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