Director, CRM & Guest Personalization

Prestige Cruise Services LLC; Miami (FL); Vor Ort; USD 150.000 - 200.000; Vollzeit

Zusammenfassung

Norwegian Cruise Line Holdings (NCLH) is seeking a Director of Customer Relationship Management (CRM) to lead the guest communication strategy across email, push, SMS, and direct mail, aimed at strengthening guest engagement, retention, and lifetime value. You will build and lead the CRM team, aligning with Loyalty, Product, and Content to deliver an integrated digital guest experience.

The role requires 6+ years in CRM or lifecycle marketing, with 3+ years of leadership, and experience with

Qualifikationen

• 6+ years in CRM, lifecycle marketing, or related discipline.
• 3+ years of experience leading teams.
• Experience multi-channel journeys across email, push, SMS, and direct mail.
• Experience with segmentation and personalization to improve engagement.
• Experience with consent management and compliance across channels.
• Experience in travel, hospitality, cruise, or consumer-focused business preferred.

Aufgaben

• Own guest communication strategy across channels and lifecycle stages.
• Build and lead the CRM team, set priorities and performance expectations.
• Manage budgeting, invoices, and on-time, within-budget delivery.
• Create an integrated guest communications approach across channels.
• Launch and expand push notifications and SMS as part of CRM strategy.
• Advance personalization using guest data and behavior insights.
• Collaborate with Design, Content, Personalization, Optimization for testing.
• Align CRM with Loyalty, Product, and Content leaders for unified experiences.
• Lead CRM technology and platform strategy for enterprise marketing automation.
• Analyze and report CRM performance to stakeholders.
• Perform other duties as assigned.

Ausbildung

Bachelor's Degree

Tools

Salesforce Marketing Cloud

Jobbeschreibung

Norwegian Cruise Line Holdings (NCLH) is seeking a Director of Customer Relationship Management (CRM) to lead the guest communication strategy across email, push, SMS, and direct mail, aimed at strengthening guest engagement, retention, and lifetime value. You will build and lead the CRM team, aligning with Loyalty, Product, and Content to deliver an integrated digital guest experience.

The role requires 6+ years in CRM or lifecycle marketing, with 3+ years of leadership, and experience with