Director - Loyalty and Promotions

MSC Cruises; Miami (FL); Hybrid; USD 190,000 - 240,000; Full time

Job summary

MSC Cruises USA is seeking a Director, Loyalty & Promotions to lead the North American strategy for MSC Voyagers Club and US & Canada marketing promotions. You will drive acquisition, engagement, retention, and revenue through tailored loyalty programs and regional promotions.

The role requires four days in the Miami office with one remote day, overseeing budgets, developing business cases, and collaborating with global teams to balance consistency with local market needs.

Qualifications

• Bachelor’s degree or postgraduate study in a related field.
• 8–12 years of experience in loyalty, CRM, customer marketing, promotions, or related discipline.
• Strong commercial and financial acumen, including budget management and ROI evaluation.
• Experience leveraging customer data, segmentation, analytics, and personalization to drive results.
• Knowledge of CRM, marketing automation, CDPs, and loyalty tech.
• Proven ability to lead teams and influence senior stakeholders.
• Experience in cruise, travel, hospitality, or consumer-facing industry preferred.

Responsibilities

• Lead North American Voyagers Club strategy and adapt global benefits for US/Canada.
• Drive membership growth, engagement, retention, and pre-cruise/onboard spend.
• Oversee member lifecycle from onboarding to reactivation.
• Partner with global loyalty teams to balance global consistency with regional needs.
• Lead NA promotions strategy across marketing channels.
• Develop integrated plans to support bookings, occupancy and revenue.
• Collaborate with Revenue, Sales, Marketing, and E‑commerce to align priorities.
• Monitor promotions performance and brand impact.

Skills

Loyalty strategy

CRM

Marketing analytics

Leadership

Budget management

Stakeholder management

Communication

Education

Bachelor’s degree in Marketing, Business, Economics, or related field

Tools

CRM software

Marketing automation

Customer data platforms

Loyalty technologies

Job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

Reporting to the Vice President, Growth Marketing, the Director, Loyalty & Promotions leads the North American strategy for MSC Voyagers Club and US & Canada marketing promotions.

This role drives customer acquisition, engagement, retention, repeat bookings, revenue, and lifetime value through effective loyalty and promotional strategies. The Director will adapt MSC Cruises’ global loyalty program for the North American market while leading regional promotions aligned with global brand and commercial priorities.

This is a hybrid position requiring four days per week in the Miami office, Monday through Thursday, with the option to work remotely on Fridays.

Your Impact

Loyalty and Voyagers Club leadership

• Lead the North American Voyagers Club strategy, adapting global benefits, tiers, rewards, and member experiences for US and Canadian guests.
• Drive membership growth, engagement, retention, repeat cruising, and pre-cruise and onboard spend.
• Oversee the member lifecycle, including onboarding, recognition, engagement, retention, and reactivation.
• Partner with global loyalty teams to balance global consistency with regional customer and market needs.

Marketing promotions strategy

• Lead the North American marketing promotions strategy across customer and commercial channels.
• Develop integrated promotional plans supporting bookings, occupancy, revenue, profitability, and retention.
• Partner with Revenue Management, Sales, Marketing, E-commerce, and other teams to align promotional priorities.
• Evaluate and optimize promotions based on performance, customer response, profitability, and brand impact.

Customer insights and analytics

• Use customer, booking, and transaction data to guide loyalty, segmentation, personalization, and promotional strategies.
• Establish and monitor KPIs including membership growth, engagement, repeat bookings, retention, revenue, margin, and customer lifetime value.
• Translate customer and performance insights into improvements to the loyalty program and promotional strategy.

Business & Program Leadership

• Own the North American loyalty and promotions budget, forecasts, and financial performance.
• Develop business cases and recommendations for new initiatives, platform enhancements, and member benefits.
• Ensure loyalty programs and promotions comply with applicable privacy, legal, regulatory, and brand requirements.
• Monitor industry trends and identify opportunities to enhance customer engagement and program performance.
• Provide performance reporting and strategic recommendations to senior leadership.

People leadership

• Build, lead, and develop a high-performing Loyalty & Promotions team.
• Establish priorities and performance expectations while fostering accountability, collaboration, and continuous improvement.
• Build strong relationships across regional and global teams.

Your Journey so far

• Bachelor’s degree in Marketing, Business, Economics, Customer Experience, or a related field; postgraduate study preferred.
• 8–12 years of experience in loyalty, CRM, customer marketing, promotions, commercial strategy, or a related discipline.
• Strong commercial and financial acumen, including budget management and ROI evaluation.
• Experience leveraging customer data, segmentation, analytics, and personalization to drive business results.
• Strong knowledge of CRM, marketing automation, customer data platforms, and loyalty technologies.
• Proven ability to lead teams, manage cross-functional initiatives, and influence senior stakeholders.
• Excellent communication, presentation, negotiation, project management, and leadership skills.
• Experience in cruise, travel, hospitality, retail, or another consumer-facing industry preferred.
• Experience with global loyalty programs and North American market customization preferred.

Your Essentials

Information About Visa Requirements If Any

• US Passport or US Permanent Resident
• MSC Cruises is an E-Verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.