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Account Executive, Loyalty Marketing and Operations

Royal Caribbean Group

Royal Caribbean Group

Marketing & Communications, Sales & Business Development, Operations
Miami, FL, USA
Posted on Tuesday, January 23, 2024

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 and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Celebrity Cruises brand has an exciting career opportunity for a full time Loyalty Marketing and Operations Account Executive on the Marketing Team reporting to the Manager, Guest Loyalty and Engagement.

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

Position Summary:

The growth and focus on our award-winning Captain’s Club Loyalty program, warrants a dedicated resource focused on program operations and analytics. This account executive, loyalty operations is responsible for leading all shoreside and onboard operations of the program, owning the inventory management and guest experience for all program gifting, and conducting both routine and ad hoc analyses on program performance. This role serves as the liaison between the loyalty marketing team and all program stakeholders, including the onboard loyalty ambassadors, the loyalty call centers, and loyalty project coordinators. The position will proactively identify areas of opportunity to improve the guest experience, strengthen the operational processes required to deliver the program successfully, and drive brand loyalty through enhancements to the current offering. This position will play an instrumental role in the future evolution and ultimate success of the program.

Essential Duties and Responsibilities:

  • Track program execution across the fleet to ensure all benefits and events are being delivered accurately and consistently
  • Serve as the program subject matter expert for all benefits and events offered through the program
  • Support the training and education of all onboard loyalty ambassadors and call center agents to successfully deliver the program and provide a consistent loyalty guest experience
  • Maintain all standard operating procedures, training materials, and internal collateral used to support and deliver the program
  • Serve as a liaison for program partners, including onboard loyalty ambassadors, call centers, and loyalty project coordinators
  • Manage the fulfilment process, guest experience, and vendor relationships for all program gifting
  • Support the execution of all special events hosted by the loyalty team, including President’s Cruise, inaugurals, transatlantic voyages, and other member events
  • Consistently monitor and track program operations performance metrics such as NPS scores, Medallia responses, call volumes, email inquiries, and social media engagements
  • Support in developing concepts, strategies, test plans and projects to continuously improve program initiatives to drive repeat business, increase revenue, and improve guest satisfaction

Qualifications, Knowledge and Skills:

  • Bachelor’s degree or equivalent in Business with a focus in marketing preferred
  • Knowledge of Microsoft Word, Excel, Power Point
  • Strong project management skills
  • Ability to manage multiple projects under tight deadlines and flexible hours
  • The ability to coordinate internal and external resources to meet deadlines.
  • Strong abilities in written and verbal communications, crafting messaging and expressing intent powerfully and simply. An acute attention to detail to ensure accuracy and understanding of message.
  • Excellent interpersonal skills with an ability to interact with all levels of management, interdisciplinary and multi-cultural teams

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.