Senior Specialist, CRM & Sales Systems (CCL)

Socket.dev; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

On-site gym

Job summary

Carnival Cruise Line in South Florida is seeking a Senior CRM & Sales Systems Specialist to support Loyalty Rocks, Oracle Sales Cloud, and Salesforce Marketing Cloud, while enabling adoption of new sales tools. You will collaborate across Trade Sales, Trade Marketing, and Carnival IT to align roadmaps with business needs.

The role requires 5+ years of IT management and business analysis experience, vendor management, and strong communication skills.

Qualifications

• IT management and Business Analysis skills.
• Experience working in a business/product owner role.
• Vendor management experience with large brands.
• Expert project management skills.

Responsibilities

• Support product roadmaps for tools under responsibility and coordinate vendor input.
• Coordinate Carnival IT development needs and prioritization.
• Develop and maintain documentation and user training materials.
• Be the key contact for vendor relationships and guide negotiations.
• Assist budget tracking and ensure costs stay within budget.

Skills

IT management

Business Analysis

Product owner

Vendor management

Project management

Communication

Stakeholder collaboration

Education

Bachelor's degree in MIS/Business/CS

Tools

Oracle Sales Cloud

Salesforce Marketing Cloud

CRM tools

Job description

The CRM & Sales Systems Senior Specialist is responsible for platforms and technical tools to support trade sales channel growth, efficiency and partner engagement/NPS. The role is responsible for supporting the Loyalty Rocks Reward Program, Oracle Sales Cloud and Salesforce Marketing Cloud and also has responsibility for supporting launch and adoption of new/additional sales enablement tools as determined by leadership in the future.

Essential Functions:

• Support product roadmaps for tools under responsibility: Responsible for working with vendors to implement vision for the tools and programs under management . Leverages input from sales team and travel agent customers to refine roadmap to ensure products are meeting customer priorities.Works with teams to provide business input and review product development across technical development, customer training, documentation needs, etc. Supports manager to oversee the implementation of features within the applications (ie Oracle Sales Cloud), including end-to-end user acceptance testing (UAT) testing to validate reporting accuracy and expected functional behavior.

• Coordinates Carnival IT development needs and prioritization: Works with Carnival IT as needed to deliver on product roadmaps including single sign-on efforts, integration with Carnival apps, testing etc. Acts as primary liaison with both DTS and Mainframe IT teams when needed to ensure that Sales and Trade Marketing customer business needs are accurately represented in the IT development cycle.

• Coordinates Carnival IT development needs and prioritization: Works with Carnival IT as needed to deliver on product roadmaps including single sign-on efforts, integration with Carnival apps, testing etc. Acts as primary liaison with both DTS and Mainframe IT teams when needed to ensure that Sales and Trade Marketing customer business needs are accurately represented in the IT development cycle.

• Develop and maintain documentation and user training materials: Provides content to support end-user training to ensure adoption + policies/procedures and technical detailed designs as needed. Delivers end-user training to sales team as needed to drive adoption.

• Key contact for vendor relationships:Provides inputs on system performance, customer engagement etc. to guide vendor negotiations, supports system issue resolution with relevant vendors/partners, works with vendors to deliver program expansion needs, supports manager in collecting new vendor research as needed. Acts as Carnival's voice in day to day vendor discussions, status meetings etc to ensure Carnival is well represented.

• Budget support: Provides invoice tracking and monitors spending for all tools under their supervision. Responsible for invoice accuracy (eg reward points) and for managing to/below assigned budget each year.

Knowledge, Skills & Abilities:

• Scope: Role is responsible for supporting key business tools/applications that drive success of the Carnival trade sales teams and support engagement/NPS of trade partners. Specialist has relationship responsibility for key software partners and represents Carnival with high-value brand partners including Oracle and Salesforce.

• Problem solving: This role involvesprioritization of business and techniccal priorities. Role requires collecting user feedback and performance metrics to support delivery of strategic plans.

• Impact:

• Role impacts the North American trade sales organization and daily operations of key functions including portfolio management, email marketing and GoCCL.com website content.

• Impact: Role impacts the North American trade sales organization and daily operations of key functions including portfolio management, email marketing and GoCCL.com website content.

• Leadership:

• No direct reports. Strong level of influence and collaboration with colleagues in Trade Sales, Trade Marketing and Carnival IT.

Essential/Minimum qualifications:

• Bachelors degree in MIS, Business, Computer Science or related field.

• 5+ years experience

Essential experience required:

• IT management and Business Analysis skills

• Experience working in a business/product owner role

• Vendor management experience with large/complex brands

• Expert project management skills

• Ability to handle multiple tasks, meet deadlines, and focus on detailed projects for extended periods of time

• Excellent verbal and written communication skills

• Comfort working with diverse skills and senior team members

Travel:No or very little travel likely

Work Conditions: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations..

Physical Demands. Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan.Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement
  • On-site Fitness center at our Miami campus

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About Us

At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world’s most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch.

Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference.

In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Carnival Corporation and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.