Loyalty Delivery Manager (CCL)

The Loyalty Delivery Manager oversees the development, launch, and support of products throughout the Carnival loyalty environment. This role encompasses the entire end-to-end Product Management lifecycle, including developing new capabilities, serving as the Product Owner, and collaborating with business stakeholders, prospective guests, engineering, QA, IT, network, and other technology teams. The Loyalty Delivery Manager leads idea generation, evaluation, product definition, UX/UI design, roadmap prioritization, engineering and development, rollout, measurement, and analytics. This role balances both strategy and execution, offering the opportunity to interact with all functions, manage the development The role will have responsibility for the management of timelines, coordination and communication including project management, and execution from project inception to completion, as well as day-to-day functions of the Loyalty program. Should be someone who is passionate about loyalty and has relevant experience working with loyalty programs.

Job Functions:

• Manage complex, multi-party projects that enhance loyalty capabilities. Liaises between loyalty/cobrand team and internal IT resources and external partner teams. Manages project timelines, deliverables and results.  Knowledge of complex system development and enhancement projects will be very valuable as well as strong insights into consumer loyalty trends.  The Loyalty Delivery Manager leads idea generation, evaluation, product definition, UX/UI design, roadmap prioritization, engineering and development, rollout, measurement, and analytics. This role balances both strategy and execution, offering the opportunity to interact with all functions, manage the development of diverse products, and deliver significant, positive results for the business.
• Manages digital and direct acquisition programs including program interface and processes, coordination of collateral refreshes, offer development training and troubleshooting. Must have strong communication skills and experience building relationships across matrixed teams.  The ability to balance between business and technical conversations while managing to ensure continued progress is a key element for success in this role.
• Manages testing plans for the user acceptance testing of new features and functions.  Will work to ensure the testing plans are meeting the needs of the business while also ensuring the functionality matches the product design.  Should look for opportunities to ensure the rollout of functionality is on-time and within budget. Partners with cross-functional team and stakeholders – including engineering, design, CRM, content, and revenue management – throughout the end-to-end process to ensure alignment and successful product delivery.
• Brings / vets new ideas for loyalty enhancement, efficiencies and supports research, requirement gathering and business case development.

Qualifications:

• Bachelor's Degree in Finance, Business, or Marketing required
• 5 years of experience in at least one of these areas: 1) Loyalty or travel; 2) High pace environment like management consulting, private equity or start-ups 3) System design and delivery

Knowledge, Skills & Abilities:

• This role plays a vital function in the delivery of loyalty program functionality for Carnival.  It will support the global rollout of new features and functions for strategic loyalty initiatives.  It will interact with both business functions across the enterprise as well as with both internal and external technology partners.
• This role will play vital role in delivering future functionality that will be vital to success of loyalty initiatives and drive further engagement between Carnival guests and our brand.  The position will be vital to ensure that we deliver state of the industry functionality that provides a clear competitive advantage for Carnival versus our competition.
• This position will need to be able to build strong working relationships both within the team but also across the organization (as well as with key strategic partners) to ensure successful outcomes across key projects. The position will be seen as a key leader as part of an overall delivery team and needs to consistently demonstrate their strong leadership abilities.

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

Travel:  None 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 Fitness center at our Miami campus 

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