Senior Manager, Loyalty Transformation

Royal Caribbean Cruises Ltd; Miami (FL); On-site; USD 130,000 - 190,000; Full time

Job summary

Royal Caribbean Group seeks a Senior Manager, Loyalty Transformation onsite in Miami to lead strategic planning and transformation for loyalty programs across brands. You will craft roadmaps, drive business cases, and manage cross-functional initiatives with strong stakeholder alignment.

The role demands a strategic, hands-on leader with PMO experience, excellent communication, and the ability to work in a fast-paced, multi-brand environment to deliver measurable loyalty outcomes.

Qualifications

• 10+ years’ experience in transformation management, consulting, or loyalty programs.
• Travel & hospitality loyalty experience desirable.
• Ability to develop solutions and deliver a solid business case.
• Strong project management discipline and PMO-friendliness.
• Demonstrated strategic planning experience and stakeholder alignment.
• Excellent verbal and written communication.
• Proven ability to document requirements and manage plans.
• Cross-functional collaboration with diverse teams.
• Vendor management experience.
• Proficient in MS Word/Excel/PowerPoint and storytelling.

Responsibilities

• Serve as loyalty SME for cross-functional teams.
• Develop loyalty solutions and multi-year roadmap to drive KPIs.
• Build business cases and secure stakeholder buy-in.
• Manage capital processes for funding initiatives.
• Facilitate design, requirements, and functional design with teams.
• Create project dashboards, status reports, timelines, and stakeholder maps.
• Lead recurring status meetings and risk management.
• Manage RFPs with external vendors when needed.
• Prepare executive status updates and communications.
• Escalate issues and monitor post-execution results.
• Capture lessons learned for future initiatives.
• Think innovatively to optimize processes.

Skills

Loyalty transformation

Project management

Stakeholder management

Cross-functional collaboration

Vendor management

Strategic planning

Communication skills

MS Word

MS Excel

MS PowerPoint

Data-driven

Problem solving

Tools

MS Word

MS Excel

PowerPoint

Job description

Senior Manager, Loyalty Transformation

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’sCrown & 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, Knowledge and Skills :

• 10+ years’ experience working within a transformation management office, consultingfirm, 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 continuousimprovement as a core value
• Demonstrated experience with strategic planning.
• Strong verbal and written communication skills
• Proven project management experience with documenting and writing businessrequirements and project plans.
• Experience with achieving stakeholder alignment at various levels within theorganization.
• 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

No im migration sp onsorshipis 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.