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Senior Manager, Credit Card & Gift Card Marketing

Royal Caribbean Group

Royal Caribbean Group

Marketing & Communications
Miami, FL, USA
Posted on Monday, December 11, 2023

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

This position is based out of Miami

Position Summary:

The Sr Manager for Credit Card and Gift Card Marketing is the driving force behind building and implementing a comprehensive strategy that transforms and evolves a healthy Credit Card portfolio for Royal Caribbean International and Celebrity Cruises, currently a close to $40M revenue generator. This position will build, launch, and grow a gift card program that is aligned with our brands and generates healthy revenues.

Managing these two strategic programs includes building comprehensive strategies that continually optimize, grow, and evolve these areas supported by multi-channel marketing plans and strong operational support. This individual works collaboratively with different areas on the full guest experience for these programs and all related marketing, training, compliance, and reporting.

For credit cards, this role stewards a healthy revenue stream, partnering with the bank of record and card issuer to incentivize card acquisition, engagement, and spend across all Royal Caribbean and Celebrity Cruises owned and affected channels. They will also oversee the revamping of the $3M annual Consumer Gift Card program, including the development of an integrated omnichannel e-commerce platform, redesign of all consumer touchpoints, training, fulfillment, and reporting. Additionally, this role will be responsible for generating new online and offline sales channels for the Gift Card product and significantly growing this business. This role currently manages two direct reports, will have an open headcount to hire a third direct report, and oversees the Credit Card call center initiatives.

Essential Duties and Responsibilities:

Credit Card Program Responsibilities:

  • Develop and lead the execution of omnichannel Credit Card marketing strategies designed to maximize card acquisition, engagement and spend including advancement of new opportunities
  • Steward the Bank of America and Visa partnerships, managing all program initiatives and fostering strong working relationships
  • Supervise and develop the Credit Card team, assigning tasks including compliance audits, onboard training, SOP development, collateral development, and program analyses as needed
  • Work collaboratively with cross functional teams to forecast, manage and analyze program performance metrics and to report on activities
  • Manage Credit Card product refresh including full portfolio analysis, program benefit restructure, branding update and reeducation campaign
  • Ensure contract commitments are met, including onboard audit compliance for Credit Card processes, application, and collateral
  • Oversee the MyCruise Rewards program, liaising with the Royal & Celebrity Rewards team to ensure seamless benefit delivery to guests while furthering brand loyalty via Credit Card product
  • Develop sales incentive structures to drive acquisition in partnership with onboard team(s)
  • Oversee recognition of cardmembers, including the planning and execution of special events
  • Liaise with loyalty call center to educate, provide tools, and gain insights from cardmember feedback
  • Manage third party vendors assigned to support the credit card and gift card programs
  • Manage budget, ensuring we are tracking to plan set forth. Implement cost-saving initiatives through continuous auditing of program operating expenses

Gift Card Program Responsibilities:

  • Oversee the current Gift Certificate product in existing online channels and identify optimization opportunities.
  • Lead the transformation of the Gift Certificate product to a revitalized Gift Card platform including channel development, branding, and redemption strategies
  • Develop Gift Card strategy, marketing plans and goals to achieve company objectives for Gift Card sales and manage execution across all marketing vehicles ensuring on time and on-budget delivery
  • Streamline operational processes to maximize revenue, including automation of reporting and ongoing analyses for sales, redemption, and breakage of Gift Cards for reporting to Executive Leadership

Operational Responsibilities:

  • Recruit, coach and develop the team responsible for the Credit Card and Gift Card programs
  • Consult as subject matter expert on Loyalty, Credit Card and Gift Card industry news, knowledge, and best practices
  • Work with legal and leadership to review and execute partner contracts and addendums as needed

Financial Responsibilities:

  • Manage the $40M annual credit card program
  • Lead the $3M annual gift card program
  • Manage budget and financial plans, and track progress against these plans throughout the year with responsibility for the program P&L and marketing ROI
  • Forecasting and reporting on program activities and progress

Qualifications, Knowledge & Skills:

  • Bachelor’s degree from an accredited college or university in Marketing or related field required. Masters-level degree strongly preferred.
  • Must have at least 6-7 years of Marketing experience with strength creating and executing marketing plans
  • Focus on Loyalty/Credit Card/Gift Card Marketing with strong experience in travel industry
  • Highly proficient in developing and interpreting financial models
  • Analytical and ROI-based approach to decision making
  • Able to manage and prioritize multiple projects and comfortable self-starting
  • Excellent leadership skills
  • Excellent oral and written communication/presentation skills
  • Highly detail-oriented, with strong editing and proofreading abilities
  • Strength in developing and maintaining internal and external partnerships
  • Highly proficient in Excel, Word, PowerPoint, Windows and Mac
  • Siebel Loyalty and AS400 familiarity a plus

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.