Holland America Line is looking for a Senior Manager, Loyalty Marketing to oversee loyalty program strategy, guest segmentation, benefit optimization, and personalized communications across the guest journey.
Requirements
- Strategy Development: Lead the endâtoâend development of a comprehensive, multiâyear Loyalty vision and strategy for both Holland America Line and Seabourn.
- Innovation: Identify and prioritize enhancements to loyalty offerings based on guest insights, competitive analysis, and performance data.
- Execution: Create and deploy marketing campaigns to drive commercial goals.
- Data Analysis: Analyze loyalty campaign performance and provide insights to optimize future campaigns.
- Collaboration: Serve as a strategic partner to Revenue Management, Sales, Brand Marketing, Contact Center, and Guest Experience teams to align loyalty initiatives with commercial priorities.
- Process and Budget Management: Manage and maintain all enterprise collateral. Lead the Loyalty budget and manage endâtoâend vendor sourcing, approvals, and contract signing, ensuring gift inventory stays reliably stocked through smart forecasting and purchasing.
- Reporting: Own Loyalty KPIs including retention, rebooking rate, and guest lifetime value. Manage campaigns and ensure optimal ROI through data-driven decision-making.
- Knowledge & Skills: Own development of comprehensive multi-year loyalty strategies for both Holland America Line and Seabourn programs that align with business goals. Own loyalty marketing creation and deployment. Own loyalty marketing KPIs include retention, rebooking rate, and guest lifetime value. Manage campaign budgets and ensure optimal ROI through data-driven decision-making. Serve as a strategic lead to Guest Experience, Contact Center, Revenue Management, Sales, and Brand Marketing teams to align loyalty initiatives with commercial priorities. Analyze campaign performance and provide actionable insights to optimize future campaigns. Lead innovation with Loyalty Programs by identifying emerging trends, piloting new technologies, and solving complex challenges related to guest engagement and retention.
Benefits
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
