CRM Specialist

The Customer Relationship Management (CRM) Specialist develops and executes CRM campaigns, supporting marketing and communication strategies across all audience segments. This encompasses marketing plan development and the evolution of lifecycle programs, including onboarding, nurturing, retention, post-cruise, and relationship messaging.

Job Functions:

• Supports leadership in delivering consumer insight and best practice-driven CRM programs, including newsletters, onboarding, nurture, relationship, and retention campaigns. Manages content alignment with segments and journeys, from onboarding to win-back and retention. Seeks innovative ways to leverage customer information and content to drive relevance and bookings. Executes personalization strategies to ensure a timely and relevant user experience. Supports targeted and broad promotions, ensuring the value proposition is clear and offers are accurately merchandised to drive bookings.
• Collaborates with leadership to develop creative briefs and directs internal creative and operations teams to ensure campaign alignment with sales strategy and timely asset delivery.
• Coordinates homepage creative changes, direct mail updates, and email campaigns across various systems and platforms.
• Monitors and analyzes campaign results across channels to assess strategy and tactic effectiveness for optimization. Provides regular reports with insights and recommendations. Participates in team meetings to brainstorm campaign optimization, test concepts, and explore new technologies to enhance marketing investment responses.
• Maintains records of cross-channel marketing creatives for all CRM initiatives, including carnival.com, email, and direct mail.

Qualifications:

• Bachelor's Degree in Marketing, Business, or a related field required 
• MBA or advanced degree in a related discipline preferred
• A minimum of 4 years of work experience in a Marketing/Communication role supporting consumer insights required; an MBA may be considered as a substitute for experience
• Experience developing communication strategies for segmented audiences based on consumer insights and data 
• Advanced Microsoft Office products skill, including Excel, Word, PowerPoint, Outlook, and Teams; proficient in other role-related tools, software, technologies, and applications required to successfully perform in this role
• Strong analytical and problem-solving abilities to interpret complex data and make informed decisions
• Excellent presentation, critical thinking, innovative reasoning, project management, and adaptability skills to effectively manage multiple campaigns and changing priorities with a high level of quality
• Superior verbal and written communication skills at all levels of an organization
• Ability to work effectively in a dynamic team environment, adapting easily to change and providing support as needed • Ability to analyze metrics and identify insights for strategic marketing decisions

Knowledge, Skills & Abilities:

• Optimizes, develops, and implements marketing and communication strategies across audience segments (prospects and past guests) via email, direct mail, and other channels to drive engagement and over 400K annual bookings for Carnival Cruise Line.
• Orchestrates message timing and type based on segments and customer journeys for over 300 campaigns annually. Messages include targeted and broad promotions, as well as content designed to address customer barriers and leverage drivers and passion points.
• Collaborates with key stakeholders and supports the management of annual carnival.com, email, and ad hoc marketing initiatives.

Physical Demands:  Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. 

Travel: No or very little travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential. 

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site preschool program and wellness center at our Miami campus 

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