Lead, Customer Engagement Analytics

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.

Royal Caribbean Group’s E- commerce has an exciting career opportunity for a full time
Lead, Customer Engagement Analytics reporting to the Senior Manager, Customer Engagement Analytics
 

This position will work on-site in Miami, Florida. 
 

Position Summary:

As the Lead, Customer Engagement Analytics you will be at the forefront of shaping customer engagement strategies and driving business growth through data-driven insights. Your role will involve working within a large Data and Analytics team to leverage CRM tools, business intelligence techniques, and segmentation strategies to optimize customer experiences, maximize revenue, and drive efficiencies across all markets. You will be primarily focused on the North America market for the Royal brand, with scope to assist Celebrity and International markets, and with the potential to grow a team of supporting analysts.

Essential Duties and Responsibilities
 

Strategy Development:

• • Be the driving force in developing and refining CRM, BI, and segmentation strategies tailored to the unique dynamics of the cruise market.
  • Steer the business with regards to defining KPIs and metrics to measure the effectiveness of CRM initiatives and segmentation strategies, aligning them with broader commercial objectives.

CRM Analysis and Campaign Reporting:

• • Spearhead the detailed analysis of customer data to identify trends, preferences, and opportunities for enhancing customer engagement and loyalty within the cruise industry.
  • Guide the CRM Marketing Team with the planning, execution, and optimization of CRM campaigns, ensuring alignment with strategic objectives and targeting relevant customer segments.
  • Drive the development of reporting, and maintain dashboards for CRM campaigns, as well as ad-hoc deep dive analysis where required.
  • Governance over the design and delivering of customer audiences for marketing activities (Email, Direct Mail, Call Outbounding), ensuring adherence to reporting best practices, such as control groups and incrementality, as well as aligning with the specific legal marketing rules for each market.

Business Intelligence and Data Analysis:

• • Champion the use of data-driven insights across the business, and ensure that all aspects of business and consumer data are being leveraged to their maximum potential.
  • Utilize advanced analytics techniques to extract insights from large datasets, including booking data, customer interactions, CRM performance, and market trends, to inform strategic decision-making.
  • Develop and maintain Power BI dashboards and reports to monitor performance, track key metrics, and provide actionable recommendations to enhance business performance in international cruise markets, resulting in proof-of-concept reports that could be implemented by the wider Dashboard team.

Segmentation Analytics:

• • Collaborate with cross-functional teams to integrate segmentation insights into marketing campaigns, product offerings, and customer service strategies tailored to international cruise markets.

Team Leadership and Collaboration:

• • Provide leadership, mentorship, and guidance to a team of analysts, fostering a culture of collaboration, innovation, and continuous learning.