Lead, CRM Communications and Engagement

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 Lead, CRM Communications & engagement will support the Senior Manager, Email Marketing to manage the pipeline email campaigns as well as execution of optimization initiatives outlined in roadmap. This role will assist in the planning, developing, implementing, and maintaining the overall company's email marketing strategy across all lines of CEL business including global, demand, brand comms, Guest Comms and Loyalty. In addition, this lead role will spearhead activation of additional channels in automated guest lifecycle communications.

 

Essential Duties and Responsibilities: 

•  Take the lead with email marketing strategies that will support the business needs and initiatives.

•  Develop and implement automated marketing campaigns to nurture leads, drive engagement, achieve marketing goals.

•  Responsible for prioritization/timelines of projects with outside teams (Creative, BI, RM, legal/external legal departments)

•  Monitor and analyze campaign performance, providing insights for continuous improvement.

•  Optimize our email templates using graphics, personalization, and advanced features

•  Enhance guest engagement with communications utilizing gamification

•  Lead A/B testing to optimize email initiatives and results.

•  Support the creation of CRM comms segmentation strategy playbook

•  Stay abreast of the latest Salesforce Marketing Cloud features and email best practices.

•  Successfully engage consumers building an upward trend on main EM KPI

•  Support the team by tracking and managing Work Front tickets for all creative assets to ensure timely delivery and provide daily/weekly status updates and timelines.

•  Responsible for creating/tracking progress on Jira with the BI team to ensure that special requirement deadlines are met.

•  Responsible for creating/tracking EM Campaign development on Asana to ensure campaign execution from beginning to end.

•  Coordinate EM campaign executions with HTML Developers.

•  Work closely with 3rd party vendors such as Liveclicker, Email on Acid, and others to improve EM performance.

•  Prepare Executive presentations showcasing EM marketing performance

•  Organizes related strategic documents and campaign assets in sharepoint and/or shared drives so all supporting marketing teams can leverage campaign details and history.

•  Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

 

Qualifications, Knowledge and Skills: 

•  Bachelor’s degree in Marketing, Advertising, or related field experience.

•  6+ years of Proven experience in CRM, with a focus on Salesforce Marketing Cloud

•  Knowledge of project management tools like:  Workfront, Asana, Jira to manage channel requests across all areas included but not limited to: the creative team, web content, BI for audience building and