Senior Director, Loyalty

Prestige Cruise Services LLC; Miami (FL); Presencial; USD 180.000 - 240.000; Jornada completa

Descripción de la vacante

Norwegian Cruise Line Holdings (NCLH) is seeking a Senior Director of Loyalty to own the Latitudes program strategy and the co-branded card partnership. You will lead the Loyalty organization, setting multi-year roadmaps, and drive personalized guest experiences across the loyalty journey.

You will collaborate across Hotel Operations, Guest Services, Sales, and Marketing to deliver integrated loyalty initiatives, optimize value, and grow lifetime value for guests across brands.

Formación

• Minimum 8 years of loyalty marketing, CRM, or related field with 4+ years leading teams.
• Experience managing consumer loyalty programs, including strategy, operations, and performance.
• Experience with co-branded credit card partnerships and member value propositions.
• Experience with multi-brand loyalty programs and differentiated rewards is a plus.
• Experience using segmentation and personalization to improve engagement and outcomes.
• Experience with enterprise loyalty platforms (e.g., Epsilon PeopleCloud Loyalty, Kobie, Antavo, Capillary) to manage rules, tiers, and points.

Responsabilidades

• Lead loyalty program strategy and evolution for Latitudes, including tier structure and benefits.
• Advance personalized loyalty offers using guest data to improve engagement and retention.
• Lead co-branded credit card strategy and partnership integration into loyalty experience.
• Build and lead the Loyalty team with clear priorities and performance expectations.
• Manage budgeting, spend tracking, invoicing, and on-time delivery of initiatives.
• Benchmark Latitudes and card programs against peers to identify opportunities.
• Collaborate with Hotel Operations, Guest Services, Sales, and other partners onboard and ashore.
• Oversee annual Latitudes Cruise planning, execution, and hosting.
• Coordinate with CRM, Product, and Content to align messaging and testing.

Conocimientos

Loyalty marketing

CRM

Leadership

Personalization

Data-driven decisions

Cross-functional collaboration

Educación

Bachelor's Degree in Marketing / Business / Hospitality

Herramientas

Epsilon PeopleCloud Loyalty

Kobie Loyalty Cloud

Antavo

Capillary

Descripción del empleo

GROW YOUR CAREER WITH US

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we're continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

JOB SUMMARY

The Senior Director, Loyalty owns the strategic vision and direction for NCL's loyalty and co-branded credit card portfolio, strengthening guest engagement, retention, repeat business, and lifetime value. This role sets the multi-year roadmap for the continued evolution of NCL's Latitudes loyalty program, including its tier structure, member benefits, and points strategy, as well as the co-branded credit card partnership that extends and monetizes that loyalty relationship. The Senior Director builds and leads the Loyalty organization, develops the next layer of loyalty leadership, and serves as the primary executive-facing voice for an integrated approach to loyalty and personalization throughout the guest journey.

POSITION RESPONSIBILITIES

• Lead loyalty program strategy by driving the continued evolution of NCL's Latitudes loyalty program, including tier structure, member benefits, and points strategy, to support guest retention, repeat business, and lifetime value.
• Advance personalized loyalty offers and benefits using guest data and behavior to improve the relevance of loyalty communications and offers and drive measurable improvements in guest engagement and retention.
• Lead co-branded credit card strategy, managing the partnership with the issuing bank to evolve program benefits, acquisition strategy, and member value proposition, and integrating card benefits into the broader loyalty experience.
• Build and lead the Loyalty team responsible for loyalty program and co-branded credit card operations, establishing clear priorities, accountability, and performance expectations while coaching and developing team members.
• Maximize the effectiveness of spend through thoughtful budgeting and operational management to deliver outcomes as efficiently as possible, with demonstrated ability to track spend, process invoices, and ensure key initiatives are delivered on time and within budget.
• Benchmark Latitudes and the co-branded credit card program against loyalty programs across cruise and other travel and hospitality sectors to identify opportunities and inform strategy.
• Partner closely with teams across the organization to manage and execute the Latitudes program both onboard and ashore, including Hotel Operations, Guest Services/CruiseNext, Sales, and other key cross-functional partners.
• Own the end-to-end planning, execution, and hosting of the annual Latitudes Cruise.
• Partner across Design, Content Strategy and Personalization, and Optimization and Testing to align messaging, creative, offers, and experiences with loyalty objectives and incorporate continuous testing and optimization.
• Align loyalty priorities with CRM, Product, and Content leaders to coordinate strategies, roadmaps, and initiatives and deliver an integrated digital guest experience across functions.
• Analyze and communicate loyalty and co-branded credit card program performance to key stakeholders, providing visibility into program health, business outcomes, priorities, and risks.
• Perform other job-related duties as assigned.

QUALIFICATIONS

DEGREE TYPE: Bachelor's Degree

FIELD(S) OF STUDY: Marketing, Business Administration, Hospitality Management, or related field.

EXPERIENCE

• Minimum 8 years of experience in loyalty marketing, Customer Relationship Management (CRM), or a related discipline, including at least 4 years of experience leading teams.
• Experience managing consumer loyalty programs, including strategy, program operations, tier and benefit design, and performance management.
• Experience with co-branded credit card partnerships, including program benefits, acquisition strategy, and member value proposition, required.
• Experience with multi-brand loyalty programs, including managing differentiated reward structures or value propositions across multiple brands within a single portfolio, a plus.
• Experience using segmentation, behavioral data, and personalization to improve customer engagement, retention, and other measurable business outcomes.
• Experience with enterprise loyalty management platforms (e.g., Epsilon PeopleCloud Loyalty, Kobie Loyalty Cloud, Antavo, Capillary, or a comparable loyalty engine) to manage program rules, tiers, points, and