Senior Manager, Loyalty Marketing

Position Summary

The Sr Manager of Loyalty, reporting to the AVP of Loyalty, will lead the ongoing day-to-day management of Silversea’s Loyalty program, Venetian Society, and play an integral role in the roll out of the program’s continuous enhancements.

Essential Duties and Responsibilities

• Delivers on global loyalty program goals, including enrollment, engagement, retention, and satisfaction.
• Identifies customer needs (based on research/insights), and develops innovative and creative programs and solutions to deliver those needs as it relates to the loyalty program.
• Overall program management including value proposition; marketing; cost management; operations; training; and execution of member benefits in Contact Centers, digitally, and Onboard.
• Ensures global loyalty message is integrated into all marketing collateral/communications developed for consumer digital and onboard.
• Focuses on improving customer satisfaction onboard and in the Loyalty Contact Center, by identifying root causes, creating action plans and driving flawless tactical execution.
• Works closely with ship management and global offices.
• Develops & maintains Standard Operating Procedures for Loyalty program and has ownership for ratings of the program.
• Develops and manages the online (website) experience of Loyalty members.
• Works with shipboard teams including Loyalty Ambassadors to set them up for success.
• Oversees IT projects for improvements to Loyalty support systems and program enhancements.
• Provides competitive insights on Loyalty programs to keep Venetian Society best in class.

Qualifications, Knowledge and Skills

• Bachelor’s degree or equivalent work experience
• 10-12 years of experience with a proven track record of driving innovative ideas and strategies for consumer loyalty programs and successfully delivering strategies that meet growth targets.
• Minimum 5 years of previous marketing experience especially consumer engagement, promotion execution, retention strategies, go-to-market execution
• Passionate about driving customer loyalty, and overall customer marketing
• Credit Card experience is a plus
• Thorough understanding of consumer marketing and brand management concepts, approaches, and tactics
• Strong program management expertise, with a proven track record of delivering business results, assessing complex problems, overcoming obstacles, achieving key milestones, and driving implementation success
• Ability to work well across departments, influence without authority, navigate complex organizational dynamics
• Demonstrated track record of success in collaborating, influencing, and building strong relationships at all organizational levels and across multiple business areas
• Very strong communication and presentation delivery skills, with the ability to influence decision-makers to think creatively about consumer-related approaches
• Expertise in analyzing and interpreting data, designing approaches to address data findings, measuring effectiveness of approaches, and re-directing approaches in an agile, real-time manner
• Able to plan and facilitate effective, productive meetings/work groups of varying size
• Able to manage projects across multiple workstreams and cross-functional teams
• Proficient in Microsoft Office suite, particularly Excel and PowerPoint
• The ability to establish and develop long-term relationships with both internal and external customers will be a key to the success of the role
• Demonstrated ability to work in a collaborative team environment and independently
• Demonstrated problem solving and decision-making skills
• Excellent presentation skills (written/verbal)
• Sound financial management skills
• Able to achieve results within budget and target deadlines
• Strong strategic thinking and planning skills and take appropriate action on a timely basis.
• Marketing skills include brand positioning and strategy, media management, social, and digital
• A true customer advocate, with passion for customer experience overall