Domain Architecture Director - Customer & Loyalty

Job Summary

The Director, Domain Architecture -- Customer & Loyalty is a horizontal enterprise architecture leader responsible for defining and governing the target-state architecture of the company's customer, identity, and loyalty ecosystem.

Position Responsibilities

• Define and maintain the multi-year target-state architecture for the Customer & Loyalty domain.
• Establish architectural guardrails for CRM, loyalty, and customer data platforms to preserve upgradeability, data quality, and consistent identity.
• Own domain capability models and architectural blueprints across guest identity, profile and preference management, account, household and relationship modeling, loyalty program configuration, tiering, accrual and redemption.
• Define domain-level non-functional requirements (availability, performance, consistency, privacy, and regulatory alignment).
• Serve as the architectural authority for CRM, loyalty, and customer data platforms (vendor and Evaluate vendor roadmaps and influence platform strategy in partnership with marketing, revenue, and technology leadership).
• Provide architectural oversight for major platform upgrades, program redesigns, and large-scale campaigns/offers capabilities.
• Balance marketing and commercial agility with data quality, brand consistency, and regulatory compliance.
• Define Customer & Loyalty domain service contracts, identity interfaces, and API exposure standards.
• Establish clear data ownership boundaries for customer identity, profile, and loyalty constructs versus transactional and operational systems.
• Define domain-level non-functional requirements (response times, throughput, availability, scalability) for customer- and loyalty-centric capabilities.
• Partner with Platform Architect (Infrastructure Authority reporting to the CIO) to ensure alignment.

Qualifications

• 10–12+ years of progressive architecture experience in complex, customer-centric enterprise environments.
• Significant experience architecting CRM, loyalty, and/or customer data platforms.
• Deep knowledge of customer identity, profiles, segmentation, and loyalty constructs and their application in digital and operational channels.
• Experience with API-first and event-driven integration patterns for customer and loyalty data.
• Strong understanding of data privacy, consent, and regulatory considerations impacting customer and marketing technologies.
• Demonstrated ability to influence senior technology, marketing, and commercial leaders in a matrix environment.
• Experience operating within federated architecture and data governance models.
• Consumer-centric industry experience with loyalty programs and rich customer engagement.
• Experience with modern CRM, CDP, and loyalty platforms (in partnership with infrastructure and platform teams).
• Familiarity with digital marketing, campaign management, and personalization ecosystems.
• Experience designing and governing identity resolution, segmentation frameworks, and offer/eligibility engines.
• Experience managing vendor lifecycle strategy and major CRM/loyalty platform upgrades or migrations.

About NCLH

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destinations each year.

Equal Opportunity Employer

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.