Director, CRM & Guest Engagement

Norwegian Cruise Line; Miami (FL); Hybrid; USD 150,000 - 190,000; Full time

Job summary

Norwegian Cruise Line is seeking a Director of Customer Relationship Management to lead the guest communications strategy across email, push, SMS, and direct mail, driving engagement, retention, and lifetime value.

You will build and lead the CRM team, establish channel standards, and partner with cross-functional teams to deliver personalized, data-driven journeys throughout the guest lifecycle. This role requires strong leadership and deep experience in enterprise marketing automation.

Qualifications

• 6+ years CRM or lifecycle marketing experience.
• Experience with multi-channel journeys (email, push, SMS, direct mail).
• Experience with Salesforce Marketing Cloud and marketing automation.
• Ability to lead teams within a matrix organization and influence stakeholders.

Responsibilities

• Own guest communications strategy across email, push notifications, SMS, and direct mail, establishing standards for promotional, transactional, and win-back communications.
• Build and lead the CRM team with clear priorities, accountability, and performance expectations.
• Maximize spend efficiency, manage budgets, and ensure timely delivery of key initiatives.
• Align CRM objectives with Loyalty, Product, and Content for integrated guest experiences.
• Collaborate with Legal/Compliance on consent management, opt-outs, and global requirements.

Skills

CRM strategy

Leadership

Analytics

Segmentation

Personalization

Cross-functional

Education

Bachelor's degree in Business, Marketing, CS or related field

Tools

Salesforce Marketing Cloud

AMPscript

SQL

Marketing automation

Job description

Norwegian Cruise Line is seeking a Director of Customer Relationship Management to lead the guest communications strategy across email, push, SMS, and direct mail, driving engagement, retention, and lifetime value.

You will build and lead the CRM team, establish channel standards, and partner with cross-functional teams to deliver personalized, data-driven journeys throughout the guest lifecycle. This role requires strong leadership and deep experience in enterprise marketing automation.