Senior Manager, Loyalty Strategy and Design

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.

We 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, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Position Summary

The Senior Manager, Loyalty Program Strategy and Design, will be responsible for strategic development, design, and execution of Captain’s Club loyalty program initiatives. This role’s objective is to enhance member engagement, increase member frequency and return, drive incremental revenue, and boost member satisfaction. This role requires a deep understanding of Captain’s Club members, cruise passenger preferences, and industry trends. This role also requires expertise in loyalty program design and the ability to think analytically in areas like tier structures, point earn, partnerships, events and promotions, benefits and rewards, and how our program supports the broader business and the experience of millions of our guests.

This position will be onsite in Miami, FL

Job Responsibilities

• Program Strategy and Development:
• Develop and execute comprehensive loyalty strategies to drive member enrollment, engagement, and satisfaction.
• Lead the design and implementation of loyalty program optimizations and net new benefits, rewards, and capabilities, ensuring they align with business goals and market needs.
• Collaborate with loyalty adjacent teams and functions, like on-board revenue, cobrand, and finance to support business goals.
• Program Management:
• Coordinate with internal and external partners to develop net new loyalty initiatives, while maintaining and optimizing existing program offerings. Develop the business case to driven alignment and approval.
• Support marketing and promotional efforts to ensure member communications are consistent with loyalty program strategy.
• Align across brands to maintain strategic alignment on loyalty programming and consistency on loyalty program delivery.
• Collaboration and Partnership:
• Partner with revenue management and various other internal teams to develop, execute, and measure new and existing loyalty initiatives.
• Liaise with hotel operations, onboard revenue, marketing, and shipboard teams to support and execute member events and promotions.
• Innovation and Expansion:
• Develop pilot tests and short-term loyalty transformation initiatives.
• Develop and implement global loyalty strategies, focusing on the unique needs of each market.
• Performance Monitoring:
• Monitor and analyze loyalty program KPIs to assess effectiveness and identify areas for improvement.
• Act as an advocate for loyalty members, providing feedback for program development and guest experience enhancements.
  
  

Educational Background

Qualifications, Knowledge and Skills :

• Required: Bachelor’s degree
• Strongly preferred: MBA or relevant graduate degree
  
  

Experience

• At least 5 years of experience in loyalty program and membership strategy.
• Extensive background in cross-functional collaboration and thriving in ambiguity.
• Demonstrated ability to analyze data, build business cases, and present to senior executives.
• Proven managerial experience with a track record of leading high-performing teams.
• Travel industry experience preferred.
  
  

Skills And Knowledge

• Deep understanding of loyalty program mechanics, engagement strategies, and analytics.
• Familiarity with loyalty program design, optimization, and analytics.
• Strong leadership presence and project management skills.
• Proficiency in managing and prioritizing multiple projects simultaneously.
• Excellent interpersonal and communication skills, both written and oral.
• Ability to work effectively in a global, cross-functional environment.
• Demonstrated strategic decision-making and influencing abilities.
• Proven ability to develop strong working relationships with guests, internal and external partners, management, and key industry influencers.
• Demonstrated ability to manage budgets effectively.
• Strong process management skills and the ability to meet deadlines.
• Comfortable and experienced presenting to C-level leadership.
• Familiarity with the travel or cruise industry.
  
  

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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.