Customer Journeys Executive - Cunard

Carnival UK (P&O Cruises & Cunard); Southampton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading travel company in Southampton is seeking a Customer Journeys Executive to manage customer engagement efforts. In this role, you will collaborate with the CRM team and analyze customer data to enhance communication strategies. The position offers a hybrid working model, combining two days from home with professional growth opportunities within the marketing department.

Benefits

Employee Discounted Cruising

Recognition scheme with prizes and awards

Regular office events

Extensive learning and development opportunities

Employee Assistance and Wellbeing programmes

Company paid Health Cash Plan

Life Assurance

Electric Car and Cycle to Work schemes

Minimum 25 days leave with holiday trading scheme

Contributory Defined Contribution Pension scheme

Qualifications

• Candidates should have an understanding of marketing including direct mail and email.
• Excellent skills in Microsoft Office and preferably in a campaign management system are required.
• Ability to build relationships and work effectively with stakeholders is essential.

Responsibilities

• Collaborate with the CRM team to design and execute customer journeys.
• Oversee direct mail and email communications to foster customer engagement.
• Analyze customer data to identify trends and improve messaging.

Skills

Understanding of marketing including direct mail and email

Excellent computer skills

Good interpersonal and communication skills

Experience working on large projects

Tools

Microsoft Office

CRM systems

Job description

Job Description

Set your sights on a future within Cunard with a role designed for aspiring professionals. This Customer Journeys Executive in the Cunard team here at Carnival UK offers a unique blend of learning, growth, and hands‑on experience in the heart of our Cunard Marketing department. It's your chance to start building a solid foundation in this field, contributing to our strategic goals while honing your technical skills.

Role Overview

In this dynamic role, you will collaborate closely with the Senior Executive of Customer Journeys and the wider CRM team to design and execute comprehensive customer journeys, communication plans, and guest change notifications. Your efforts will play a vital part in achieving our strategic objectives, including enhancing the lifetime value of all guests in our database and converting new prospects into loyal guests.

You will be responsible for overseeing all customer touchpoints, with a particular focus on direct mail and email communications within our customer journeys, helping to foster engagement and retention among our valued customers.

This role will require you to analyse customer data to identify trends and opportunities for improvement, ensuring that our messaging is tailored and impactful. You will also work closely with other departments to ensure a seamless customer experience, leveraging insights from various channels to drive continuous enhancements in our communication strategies.

Your creativity and strategic thinking will be essential in crafting compelling narratives that resonate with our audience, ultimately contributing to Cunard’s reputation for exceptional guest experiences. This position offers a fantastic opportunity to make a significant impact on customer engagement and within a prestigious brand.

Key accountabilities include:

• Support the end to end implementation of our customer journeys from briefing, through design, data selections and fulfilment to Cunard past guests and enquirers under the guidance of the CRM management team.
• Help develop, implement and maintain insight driven CRM customer journeys, that engage, retain and drive bookings, pre‑cruise purchases and on board sales, from past guests and new enquirers.
• Help co‑ordinate the end to end management of all guest change notifications such as changes to our protocols, change to booking requirements, change of port, cancellations, and more.
• Develop well written, clear and on brand communications which may be required to pass through various points of approval to various levels of stakeholders, and see through multiple rounds of amends.
• Ensure a consistency of message and tone of voice across channels and communications type. All CRM materials are then produced according to the brief, reflecting the Cunard brand as a luxury lifestyle brand and are delivered on time to the handling house / email service provider.

This role is classified as CUK10 and is available on a full-time permanent basis. We offer hybrid work including up to two days from home.

About you: the ideal candidate

• An understanding of marketing including direct mail and email.
• Excellent computer skills, especially in Microsoft Office packages and preferably in a campaign management system. Experience working with CRM systems such as Databases and ESPs advantageous.
• Good interpersonal and communication skills – able to build relationships and work effectively with multiple stakeholders across the business.
• Experience of working on large projects with excellent administration and time management skills.

In this role, your distinct personal attributes will be the key to standing out. We are on the lookout for candidates who want to excel in Marketing. If you possess qualities that can drive success in this sector, we want you on our team. Your ability to blend skills with interpersonal strengths will set the foundation for innovation and growth within our Cunard team.

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist.

Why join us?

Our Cunard team is about being part of a community that values growth, work‑life balance, and wellbeing.

Benefits include:

• Employee Discounted Cruising plus Friends and Family offers
• Recognition scheme with prizes and awards
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee Assistance and Wellbeing programmes
• Company paid Health Cash Plan and health assessment
• In‑house Occupational Health help and access to digital GP
• Life Assurance
• Employee Shares Plan
• 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
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Contributory Defined Contribution Pension scheme

Take the next step

Due to the popularity of our roles and our commitment to finding the best talent, we might close applications earlier than advertised. Don’t miss out on this opportunity to become part of a team dedicated to creating unforgettable holiday happiness. Apply today to start your journey with us.

Job Functions: Marketing; Other; Sales

About Us

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.

About The Team

The Cunard Sales and Marketing team are instrumental in the success of Cunard and our aim to be the benchmark of luxury travel. Our marketing teams maximize opportunity and create focused, meaningful communications that help to grow existing audiences as well as appealing to new ones. We have experts across advertising, CRM, brand, PR, digital, loyalty and the creative studio who work together collaboratively to create unforgettable holiday happiness. Our sales teams develop and grow partnerships ensuring they have the finest knowledge of our products.

Our teams also manage sales communications, systems, and events to provide the best tools and support, ensuring that our travel trade partners are at the centre of all that we do. In addition to supporting travel agents, the sales team provide support to a team of ship based sales managers and work with third parties to find new routes to market for our brand.

Join us on our journey - apply now.