Senior Manager, Loyalty Transformation

Royal Caribbean Group; Miami (FL); On-site; USD 110,000 - 160,000; Full time

Job summary

Royal Caribbean Group in Miami is seeking a strategic transformation leader to direct loyalty programs, craft a multi-year roadmap, and align business cases with growth metrics. This role combines hands-on project management with strategic planning and executive communication across our global brands.

Lead cross-functional initiatives, secure funding, and deliver measurable loyalty results, working with Crown & Anchor Society and related programs to maximize guest lifetime value.

Qualifications

• 10+ years in transformation, PMO, or loyalty programs.
• Experience in travel, hospitality, or loyalty industries desirable.
• Strong ability to build and sell a business case.
• Proven ability to align stakeholders and manage cross-functional projects.
• Excellent written and verbal communication.

Responsibilities

• Serve as loyalty SME for cross functional teams.
• Develop loyalty multi-year roadmap to drive objectives and KPIs.
• Drives business case for loyalty initiatives and gains buy-in.
• Manages capital process to secure funding.
• Facilitate design, requirements and functional design with teams.
• Create project dashboards, status reports and timelines.
• Maintain recurring status meetings and progress cadence.
• Lead RFP processes with vendors as needed.
• Prepare executive updates on project status.
• Communicate across stakeholders through all phases.
• Escalate issues/risks appropriately and monitor post-execution results.
• Capture lessons learned for future initiatives.
• Think outside the box to improve processes.

Skills

Strategy & planning

Transformation leadership

Stakeholder alignment

Cross-functional collaboration

Project management

Vendor management

Strong communication

MS Office

Travel & hospitality

Tools

MS Word

Excel

PowerPoint

Job description

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group . We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

W e are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people . Together, w e are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

This position will be working onsite from Miami.

Position Summary

The Royal Caribbean Group operates multiple, separate loyalty programs including RCI’s Crown & Anchor Society, Celebrity’s Captain's Club and Silversea’s Venetian Society. The loyalty landscape has advanced across numerous industries and continues to evolve given the importance of a loyal guest, popularity of programs and guest expectations. We are committed to growing our programs and operating the most innovative and valuable leisure loyalty program in the market.

To help drive this, we are seeking an individual to lead strategic planning and transformation efforts to support our loyalty programs. This person will be both a strategist and a hands-on project transformation leader; crafting a roadmap aligned with our goals and deliverables while also contributing to design and execution. The strategic planning side of the role will focus on managing the business case, identifying new opportunities + sizing them accordingly, while continuing to drive loyalty as strategic pillar within the organization. The transformation management side of the role will develop and drive key project tracker tools to ensure progress, accountability, and milestone delivery.

This person will thrive in a fast-paced, multi-branded environment and loves to problem solve. They will often work cross functionally to help drive key business decisions and in turn will lean heavy on their strong communication skills across the organization.

Essential Duties And Responsibilities

• Serve as loyalty subject matter expert for cross functional teams.
• Develops loyalty solutions and loyalty multi-year roadmap to drive business objectives and KPIs
• Drives business case for these loyalty initiatives and achieves buy-in from multiple stakeholders
• Manages the capital process to secure funding for these initiatives
• Facilitates feature design, business requirements and functional design development with cross-functional teams.
• Develops project management tools to be used and leveraged across teams such as project dashboards, project status reports, project timelines, stakeholder mapping, critical paths, etc..
• Drives recurring cadence of meetings to report out status and drive progress.
• Manages and supports RFP processes when third party vendors or services are required.
• Develops presentations to update senior management on project status.
• Manages communications to all stakeholders through various phases of projects.
• Escalates project issues and risks appropriately.
• Monitors project post-execution and ensure long-term results.
• Captures and communicates lessons learned from project and applies them to future initiatives.
• Thinks outside the box and question processes and recommend solutions.

Qualifications

Qualifications, Knowledge and Skills :

• 10+ years’ experience working within a transformation management office, consulting firm, and / or loyalty organization
• Experience within travel & hospitality and loyalty industry desirable
• Ability to generate solutions and then deliver the business case to support them
• Thorough understanding of project management best practices, with continuous improvement as a core value
• Demonstrated experience with strategic planning.
• Strong verbal and written communication skills
• Proven project management experience with documenting and writing business requirements and project plans.
• Experience with achieving stakeholder alignment at various levels within the organization.
• Ability to be flexible, follow tight deadlines, organize and prioritize work.
• Experience with cross-functional collaboration and project management
• Experience with third-party vendor management
• Knowledgeable of MS Word, Excel, Power Point
• Ability to manage multiple projects under tight deadlines.
• Excellent interpersonal skills with an ability to interact with all levels of management
• Highly motivated and ‘can do’ attitude. Excellent attention to detail and accuracy, team player.
• Strong story-teller through various outputs such as executive memos and presentation

We know there's a lot to consider. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

No im migration sp onsorship is offered.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.