Director of CRM & Guest Engagement

Norwegian Cruise Line Group Italy S.r.l.; Miami (FL); On-site; USD 170,000 - 250,000; Full time

Job summary

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

This role drives personalization and segmentation to make communications more relevant and impactful. The Director builds and leads the CRM team, partnering with Design, Content Strategy and Personalization, and owns the marketing automation

Qualifications

• Bachelor's degree in Business, Marketing, Computer Science, or related field.
• 6+ years in CRM, lifecycle marketing, or related discipline.
• 3+ years leading teams.
• Experience developing multi-channel journeys across email, push, SMS, direct mail.
• Experience with segmentation and personalization to improve engagement.
• Experience with Salesforce Marketing Cloud or similar enterprise marketing automation platform.

Responsibilities

• Own guest communication strategy across email, push notifications, SMS, and direct mail throughout the guest lifecycle.
• Build and lead the CRM team with clear priorities, accountability and coaching.
• Budget management and spend optimization to deliver outcomes on time and within budget.
• Establish an integrated approach to guest communications across channels and message types.
• Launch push and SMS as part of the broader guest communications strategy.
• Advance personalization and segmentation using guest data to improve relevance and outcomes.
• Collaborate with Design, Content Strategy and Personalization, and Optimization teams to align CRM objectives.
• Align CRM priorities with Loyalty, Product, and Content to deliver a cohesive digital experience.
• Lead CRM technology and platform strategy for the enterprise marketing automation platform.
• Analyze CRM performance and report insights to key stakeholders.

Skills

CRM platforms

Segmentation

Personalization

Email marketing

Analytics

Leadership

Cross-functional collaboration

SQL

AMPscript

HTML/CSS

Marketing automation

Education

Bachelor's Degree

Tools

Salesforce Marketing Cloud

AMPscript

Job description

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

This role drives personalization and segmentation to make communications more relevant and impactful. The Director builds and leads the CRM team, partnering with Design, Content Strategy and Personalization, and owns the marketing automation