Director, CRM & Personalization Strategy

Norwegian Cruise Line Holdings Ltd.; Miami (FL); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Job summary

Norwegian Cruise Line Holdings Ltd. is seeking a Director, Customer Relationship Management (CRM) to lead guest communications across email, push, SMS, and mail, driving engagement, retention, and lifetime value.

This role oversees the CRM program and builds a cohesive guest journey across channels. The position requires strong leadership, enterprise marketing platform experience, data-driven experimentation, and collaboration across departments to deliver personalized, compliant campaigns in a

Qualifications

• Minimum 6 years in CRM or lifecycle marketing, with 3+ years leading teams.
• Experience designing multi-channel journeys across email, push, SMS, and mail.
• Proven use of segmentation and personalization to drive engagement.

Responsibilities

• Own guest communication strategy across channels and lifecycle stages.
• Build and lead the CRM team with clear priorities and development.
• Maximize impact by budgeting, invoicing, and on-time delivery of initiatives.
• Create an integrated guest communications approach across channels.
• Launch new channels (push, SMS) as part of the strategy.

Skills

CRM strategy

Multi-channel marketing

Segmentation

Personalization

AMPscript/HTML

SQL

Leadership

Cross-functional

Data analysis

Education

Bachelor's Degree

Tools

Salesforce Marketing Cloud

AMPscript

SQL

HTML/CSS

Job description

Norwegian Cruise Line Holdings Ltd. is seeking a Director, Customer Relationship Management (CRM) to lead guest communications across email, push, SMS, and mail, driving engagement, retention, and lifetime value.

This role oversees the CRM program and builds a cohesive guest journey across channels. The position requires strong leadership, enterprise marketing platform experience, data-driven experimentation, and collaboration across departments to deliver personalized, compliant campaigns in a