CRM AVP

Holland America Line Inc; Southampton; Hybrid; GBP 100,000 - 140,000; Full time

Benefits offered by this job

Annual bonus

Employee Shares Plan

Minimum 25 days leave

Job summary

Carnival UK is seeking an AVP, CRM to maximise customer lifetime value across P&O Cruises and Cunard. You will lead CRM strategy, data activation and lifecycle marketing, delivering personalised experiences across owned channels and ensuring the right message at the right time.

Reporting to the Chief Commercial Officer, you will scale the marketing technology stack, including Salesforce and Adobe Experience Platform, and build a high-performing CRM function across brands and markets.

Qualifications

• Extensive senior leadership experience in CRM or lifecycle marketing.
• Proven ownership of CRM strategy and operating models.
• Experience driving commercial impact through CRM activity.
• Leadership of senior managers and multi-disciplinary teams.

Responsibilities

• Lead CRM and customer engagement strategy across the full guest lifecycle.
• Activate customer data to deliver personalised communications at scale.
• Oversee CRM marketing tech ecosystem (Salesforce, Adobe Experience Platform).
• Build and lead a high-performing CRM function across brands and markets.

Job description

The AVP, CRM is accountable for maximising customer lifetime value through data-driven, personalised and orchestrated customer engagement for both P&O Cruises and Cunard. Reporting to the Chief Commercial Officer, the role is accountable for CRM strategy, customer data activation, lifecycle marketing and personalisation, ensuring the right message, offer and experience reaches the right customer at the right time across owned channels. The role plays a central leadership role in scaling Carnival UK's marketing technology ecosystem, notably Salesforce and Adobe Experience Platform, to enable a single, actionable view of the guest.

Key Accountabilities:

• Lead and define the CRM and customer engagement strategy across the full guest lifecycle, including prospect nurture, pre-cruise, onboard, post-cruise and repeat booking activity.
• Lead the activation of customer data to deliver personalised communications and experiences at scale across owned channels, driving engagement, conversion and loyalty.
• Serve as the centre of excellence for the CRM marketing technology ecosystem, including Salesforce and Adobe Experience Platform, defining the vision, roadmap and prioritisation of use cases.
• Build and lead a high-performing CRM function while providing enterprise leadership across brands, functions and markets to drive CRM transformation and commercial performance.

Essential Experience Required:

• Extensive senior leadership experience within CRM (ideally Salesforce), lifecycle marketing or customer marketing in a large, complex organisation.
• Proven ownership of CRM strategy, operating models and large-scale performance outcomes.
• Demonstrable experience driving commercial impact and customer value through CRM activity.
• Proven leadership of senior managers and multi-disciplinary teams.
• Strong experience influencing Executive Leadership Teams and senior commercial stakeholders.
• Experience operating within regulated environments, with responsibility for governance, risk and compliance.

Why Join Us?

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK04, offered as a full time position, on a permanent basis, with an offering of hybrid work including up to two days from home.

Read our employee experience guide to learn more about life as a Carnival UK colleague here .

We're more than just a holiday company; we're a community that values work-life balance, personal growth, and wellbeing. As part of our team, you'll enjoy:

• Annual bonus
• Employee Shares Plan
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Contributory Defined Contribution Pension scheme
• Employee Discounted Cruising plus Friends and Family offers
• A friendly welcome with help settling in

Regular office events including live entertainment, lifestyle events and charity partner fundraisers

• Extensive learning and development opportunities
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition scheme with prizes and awards
• Company paid private medical and dental insurance and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal

#Job Functions: Business Development; Product Management; Sales;