Lead, CRM Communications and Engagement

Join our team at Royal Caribbean Group, the vacation-industry leader with global brands including Royal Caribbean International, Celebrity Cruises, and Silversea Cruises. We offer a competitive compensation and benefits package, excellent career development opportunities, and a chance to explore the world. This position is based onsite in Miami.

About the Role

The Lead, CRM Communications & Engagement will support the Senior Manager, Email Marketing in managing pipeline email campaigns and executing optimization initiatives. This role involves planning, developing, implementing, and maintaining the company's email marketing strategy across all lines of CEL business, including global, demand, brand communications, guest communications, and loyalty. Additionally, this lead role will spearhead the activation of additional channels in automated guest lifecycle communications.

Responsibilities

• Take the lead on email marketing strategies to support business needs and initiatives.
• Develop and implement automated marketing campaigns to nurture leads, drive engagement, and achieve marketing goals.
• Prioritize and manage project timelines with external teams (Creative, BI, RM, legal/external legal departments).
• Monitor and analyze campaign performance, providing insights for continuous improvement.
• Optimize email templates using graphics, personalization, and advanced features.
• Enhance guest engagement with communications utilizing gamification.
• Lead A/B testing to optimize email initiatives and results.
• Support the creation of a CRM communications segmentation strategy playbook.
• Stay abreast of the latest Salesforce Marketing Cloud features and email best practices.
• Engage consumers to build an upward trend on main email marketing KPIs.
• Track and manage Workfront tickets for all creative assets to ensure timely delivery and provide status updates.
• Create and track progress on Jira with the BI team to meet special requirement deadlines.
• Create and track email campaign development on Asana to ensure campaign execution from beginning to end.
• Coordinate email campaign executions with HTML developers.
• Work closely with third-party vendors such as Liveclicker and Email on Acid to improve email performance.
• Prepare executive presentations showcasing email marketing performance.
• Organize strategic documents and campaign assets in SharePoint and/or shared drives for team access.
• Perform other duties as required.

Qualifications

• Bachelor’s degree in Marketing, Advertising, or related field.
• 6+ years of proven experience in CRM, with a focus on Salesforce Marketing Cloud.
• Knowledge of project management tools like Workfront, Asana, and Jira.
• Must be a self-starter, proactive, and solution-focused.
• Ability to lead projects across multiple stakeholders.
• Strong organizational and project management skills, with the ability to juggle multiple assignments.
• Strong communication skills.
• Proficient in Microsoft Office, including PowerPoint and Excel.
• Strong understanding of marketing principles, customer journeys, and lead nurturing strategies.
• Familiarity with data management and segmentation.