Global Director, CRM, Loyalty & Marketing Measurement

Description

Azamara is seeking a results-driven Director of CRM, Loyalty & Marketing Measurement to lead data-driven marketing strategies that enhance guest experience, drive brand loyalty, and maximize marketing ROI. Reporting to the Global CMO and managing a growing team, this strategic leader will oversee CRM, audience insights, multi-channel direct marketing, and loyalty programs.

Why Join Azamara?

• Be part of a growing, transformative company in the premium travel industry.
• Hybrid work schedule in a global, multicultural team environment.
• Competitive compensation, benefits, and career growth opportunities.
  
  

Key Responsibilities

• CRM & Loyalty Strategy: Develop and execute customer relationship management and loyalty strategies to enhance customer acquisition, engagement, and retention. Define and evolve the Azamara Circle loyalty program to increase brand affinity, repeat bookings, and customer lifetime value.
• Data-Driven Insights & Analytics: Lead the measurement and analysis of marketing performance, ensuring data-driven decision-making across all marketing initiatives. Partner with analytics teams to develop robust reporting frameworks, KPIs, attribution models, and customer segmentation strategies.
• Direct Marketing Optimization: Oversee all direct marketing channels, including email, direct mail, and marketing automation, ensuring best-in-class execution, personalization, and conversion rate optimization.
• Collaboration with Internal Stakeholders: Work closely with internal teams, including Revenue Management, Digital, Sales, and Customer Service, to align marketing efforts with broader business objectives. Serve as the central liaison between Marketing and relevant teams to improve data utilization and campaign effectiveness.
• Cross-Functional Leadership: Partner with IT to enhance CRM and loyalty technology platforms. Coordinate with Finance to ensure marketing investments align with revenue goals and profitability targets. Engage with Media, Brand, PR, Social, and Creative teams to maintain consistency and effectiveness across all customer touchpoints.
• Team Leadership & Development: Lead a high-performing team, fostering innovation, accountability, and continuous learning. Champion a customer- and data-first culture within the marketing organization and across the company.
  
  

What We’re Looking For

• Bachelor's degree required; MBA preferred.
• 10 years in CRM, loyalty, direct marketing, or analytics (travel/cruise industry experience a plus).
• Proven leadership in data-driven marketing and customer engagement with a strong background in customer segmentation, lifecycle marketing, and predictive modeling.
• Strong analytical skills with expertise in marketing automation & CRM platforms (HubSpot, Salesforce, Adobe, etc.).
• Experience in multi-channel marketing, audience segmentation, and performance measurement with a track record of driving revenue growth and improving customer retention.
• Demonstrated ability to work cross-functionally and influence key stakeholders across marketing, sales, digital, revenue management, finance, legal and operations.
  
  

Knowledge and Skills

• Demonstrated ability to develop marketing strategies aligned with business requirements to accelerate and scale demand
• Strategic thought leadership, plus proven ability to manage and influence decision making of key stakeholders across all levels, many of whom may not have the same level of subject matter expertise.
• Leverages creative thinking to drive business transformation
• Strong leadership skills with the ability to inspire and motivate cross-functional teams and build long-term relationships.
• Strong financial and commercial acumen to effectively analyze data and develop business case models.
• Proven track record of leveraging data analytics to drive growth and enhance customer experiences
• Experience in Loyalty & CRM incl insights, strategy, plans, marketing operations to deliver desired results.
• Experience in designing/implementing CRM Martech programs and building CRM capabilities including personalization.
• Demonstrates ability to synthesize, prioritize and drive results with a strong sense of urgency
• Exceptional analytical and problem-solving skills, with expertise in marketing automation, CRM systems, and data visualization tools.
• Ability to translate complex data into actionable insights and strategies.
• Experience overseeing marketing data operations and maintaining compliance with global privacy regulations
• Experience in fast-paced, nimble, high-growth global environments.
• Strong passion for serving and understanding customers.
• Passion for luxury travel and a deep understanding of the customer journey in the high touch market