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 Royal Caribbean International and Celebrity Cruises brands has an exciting career opportunity for a full time Senior Manager, Casino Loyalty on the Hotel Operations Team reporting to the Senior Director, Casino Marketing.

This position will work onsite in Miami, Florida

Position Summary:

We are seeking an experienced and dynamic Senior Manager of Casino Loyalty to join our team. This role is pivotal in developing and executing strategies to enhance our loyalty programs, driving customer engagement, and maximizing player retention. The ideal candidate will have a strong background in loyalty programs, excellent analytical skills, and a passion for delivering outstanding customer experiences.

This key position, within Casino Marketing, oversees the global Casino Loyalty programs for both Royal Caribbean International and Celebrity Cruises. Our loyal casino members are business centric for driving revenue, increased brand share growth and valued NPS contribution. This position will carry the vision and responsibility of evolving the existing Casino Loyalty programs, to also include potential future brands under RCG umbrella, and enhance the programming and development to provide the best-in-class product and services through innovation, increased trip frequency, internal and external relationships and revenue growth.

Essential Duties and Responsibilities:

• Strategic Planning: Develops, implements and executes comprehensive loyalty program strategies for Royal Caribbean International’s Club Royale and Celebrity Cruises’ Blue Chip Club to drive player acquisition, retention, and engagement. Develops and designs the roadmap for the future integration of casino loyalty programs to include architecture and long term KPI’s. Develops holistic strategy and vision while providing direction and guidance for Casino Loyalty roadmap.

• Program Management: Oversees the day-to-day operations of the casino loyalty programs, with shoreside and shipboard teams, ensuring it runs smoothly and effectively. Develops operational processes to ensure seamless delivery of program benefits and services. Ensures accuracy of records and segmentation within database for marketing purposes. Responsible to monitor competitors programs and conducts competitive analysis to ensure the loyalty programming and benefits are most sought-after in the industry.

• Data Analysis: Analyzes player data to identify trends, preferences, and areas of improvement. Uses guest insights, business intelligence and market research to optimize loyalty initiatives and enhance customer satisfaction. Works in conjunction with Brand loyalty platforms to incorporate casino value to overall program.

• Partnerships: Collaborates with internal teams and external partners to develop and deliver a best-in-class loyalty program.

• Reporting: Prepares and presents regular reports on program performance, guests’ insights and key metrics to senior management.

• Compliance: Ensures all loyalty program activities comply with relevant regulations and guidelines. Prepares audit process and SOPs to ensure compliance. Ensures team is adhere to all SQM and audit procedures.

• Represents Casino and Onboard Revenue at industry events and meetings.

• Understands strategic opportunities for both mass targeting and VIP segmentation.

• Manages the successful implementation of new Casino Loyalty programs, on-time and on-target.

• Provides support to the shipboard casino team.

Qualifications, Knowledge and Skills:

• College degree in Business Management or related field, MBA is a plus.

• Minimum of 10+ years in Casino Marketing with experience in Casino Loyalty.

• Must be willing to travel and work flexible hours.

• The ideal candidate will have experience working closely with both Marketing and IT, having managed Casino Loyalty programs in both front and back of house.

• Knowledgeable to be the Subject Matter Expert with loyalty clubs and members.

• Working with 3rd party loyalty platforms.

• Integrating new loyalty solutions with existing databases.

• Implementing additional benefits and refining Casino Loyalty.

• Merging standalone loyalty programs, a plus.

• Launching/Piloting Casino Loyalty App platforms for web/mobile channels.

• Knowledge of common gaming metrics - how guest play is tracked, and data is warehoused shoreside for analytical purposes.

• Re-tiering Casino Loyalty programs.

• Possess a combination of ethical leadership, inspiration and creative thinking.

• An empowered leader with the problem solving and decision-making qualities.

• Ability to comprehend extensive, complicated procedures and instructions.

• Strong organizational skills.

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.

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