Senior Manager Guest Commerce & Retention

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. 

 

This position will be working onsite from Miami.     

 

Position Summary: 

The Sr. Manager of Guest Commerce & Retention is responsible for spearheading all global marketing programs to booked guests for Pre- Cruise Commerce including Shore Excursions, Spa, Internet, Dining, Beverage, Photo, and onboard experiences. This person will be responsible for overseeing the Pre Cruise, onboard, and post cruise marketing programs. This role will develop the data driven strategic vision around segmentation, personalization, optimization, and ROI leveraging all booked guest communication channels. 

 

The Sr. Manager of Guest Commerce & Retention will champion the development of Pre-Cruise Commerce through a partnership with the Onboard Revenue team to develop compelling, solution-based communication strategy to position each individual revenue area for pre- cruise growth while keeping the guest experience top of mind, and ensure the guest needs state follows the core strategy. They will spearhead the execution of pre-cruise promotions, leading the continuous discussion with all key business partners across the organization to develop and implement tailored content and marketing initiatives such as email segmentation, SEM, display, mobile, social, remarketing, merchandising, landing page optimization & funnel conversion. This role will also create and implement strategy automated communication to maximize returns at the product level as well as focusing on building long lasting relationship with booked guest. The Sr. Manager will oversee content and merchandising within My Celebrity Cruise portal (MCC) and work with digital team to ensure optimizations.

 

This role will oversee a group of highly motivated marketers to identify and deliver clear short and long-term roadmap and opportunities for all guest commerce initiatives and help reach all Marketing, OBR, and corporate goals. In addition, this role will lead the Guest commerce international team by building global strategies that reach across markets and localized when and where needed.  

 

Essential Duties and Responsibilities: 

• Spearhead short- and long-term strategy, lead the execution and optimization to deliver on key KPI targets related to pre-cruise, onboard, and post-cruise resulting in higher guest penetration, higher spend, higher profitability, improve NPS, and repeat bookings across all markets.
• Ensure each customer receives a highly personalized and engaging journey through every Pre- Cruise touch point by utilizing segmentation, engagement tools, and targeting strategies, partnering with the Web (MCC) Analytics teams on merchandising and CRM systems and tools, understanding the EM communication journey and overseeing all day-to-day operations of communication channels.
• Leverage both analytical and operational skillsets to relentlessly find ways to improve marketing performance while executing tactical initiatives to drive customer activation, reactivation, and retention through sophisticated segmented campaigns, behavioral triggers, and optimizing creative and copy assets across channels. 
• Manage and develop the Pre- Cruise guest Commerce team and their responsibilities needed to meet and exceed Pre-Cruise Onboard Revenue goals. 
• Development of in-depth web (MCC) commerce analytics to track traffic source, and conversion by page, product, SKU, time to sailing and segment as well as promotional performance. Own insights from to make informed decisions and implement enhancements within booked guest communication and cruise planner platforms.
• Develop and own a clear and efficient process to intake requests from Onboard Revenue partners to ensure business needs are met and prioritized by business impact within an effective timeframe.