Manager Sr, Loyalty Operations

The Sr. Mgr Loyalty Operations is responsible for managing all operational setup and management of Carnival Rewards Loyalty program ( VIFP until 2026). This role involves setup and delivery of all member benefits onboard and shoreside, this also involves the management of all guest facing touchpoints onboard and through contact center. The Sr Mgr. will manage the loyalty relationships with Senior leaders of Shipboard operations, Contact center operations and IT to deliver seamless operational excellence and top guest experience for all our members, also managing our Top Tier Status program and Milestone programs that take care of our best guests who generate the most revenue. The ideal candidate will have strong experience working with Hotel operations or Contact center operations with possible compliance or training backgrounds and also have interpersonal skills to manage and communicate with large groups of stakeholders internally and externally while having the ability to manage the benefits budget and external vendor relationships to delivery seamless experience across channels to all members.

Essential Functions:

• Manage and own Member Benefit strategy onboard and shoreside working alongside the SVP and VP of Onboard functions such as Housekeeping, Beverage Ops, Dining, Guest services, Entertainment and Retail including all Tier Benefits, Milestone program , Diamond Desk and its delivery and maintenance across all channels to more than 30+ Million guests in the program. 

• Work with VP and Sr Director of IT Operations onboard and for Contact center IT to ensure Compliant delivery of benefits and accurate reporting of all functions.

• Manage all shipboard operations for all 29 ships, port operations for all our ports of call (15+), Destination operations for all Carnival Cruise line operated destinations including Celebration Key, Half-Moon Cay and Isla Tropicale for Loyalty working directly with VP of Port Ops, VP of Destinations, Sr Director of Guest services, the GOL and VP of Guest Services and Ports.

• Create and manage the Compliance / training and setup presence and manage the 35+ Loyalty champions across our fleet of 29+ ships to ensure program communication across the ships through all avenues shipboard. Manage all different SOP for Loyalty launch and related benefits with all shipboard operations team.

• Manage all contact center operations for Loyalty working directly with VP of Contact center and VP of Sales.

• Manage the creation of the Compliance process, training and setup of all the 30+ Loyalty Champions across the different contact centers, PVP and guest care teams.

• Manage the team of 20+ individuals managing the Diamond Desk by giving them guidance ensuring compliance of all benefits and messages to our guests in orderly fashion.

• Manage and Own 20+ external and internal vendor relationships managing the Contracts, compliance, onboarding and reporting along with setup within our invoicing systems. Manage the delivery of the benefits for Tier and status members onboard and at home.

• Manage the strategy, execution and reporting of the $10M+ Milestone program , including creation and management of process for proper handling of all inventory and cost needs.

• Manage the $80M+ budget for benefits delivery onboard and shoreside involved in Tier Benefits and Milestone program with the finance teams working with the Sr Director of Accounting. Plus, manage the operational budget and liability management of more than $200M+ while accounting for the Loyalty P&L keeping leadership up to speed on all loyalty related costs and impacts.

• Performs other duties as assigned                                                                 

Qualifications:

• Bachelor's degree in business, Marketing or Economics

• A minimum of 8 years of experience in a variety of increasingly responsible positions with proven P&L responsibility, managing revenue and / or exposure to a variety of industries.

• A minimum of 3 years of experience leading a team of 2+ in Operations / marketing .

• Experience with Loyalty or travel brands a major plus.

Knowledge, Skills, and Abilities:

• Good system knowledge and strong analytical skills

• Manage a complex system and the P/L that will execute a substantial portion of the program’s operational budget.

• Quality assurance, testing and ability to coordinate across departments

Physical Demands: Requires regular movement throughout company facilities.

Travel: 25-50% with shipboard travel likely

Work Conditions: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

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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