Senior Specialist, CRM & Sales Systems (CCL)

About the role

This role supports platforms and technical tools to drive trade sales channel growth, efficiency, and partner engagement/NPS. Key responsibilities include managing the Loyalty Rocks Reward Program, Oracle Sales Cloud, and Salesforce Marketing Cloud, as well as supporting the launch and adoption of future sales enablement tools.

Responsibilities

• Support product roadmaps for tools under responsibility by collaborating with vendors to implement the vision for managed tools and programs.
• Refine roadmaps using input from the sales team and travel agent customers to align with customer priorities.
• Provide business input and review product development across technical development, customer training, and documentation needs.
• Oversee implementation of features within applications (e.g., Oracle Sales Cloud), including end-to-end user acceptance testing (UAT) to validate reporting accuracy and functional behavior.
• Coordinate Carnival IT development needs and prioritization, including single sign-on efforts, integrations with Carnival apps, and testing.
• Act as the primary liaison with DTS and Mainframe IT teams to ensure Sales and Trade Marketing business needs are accurately represented in the IT development cycle.
• Develop and maintain documentation and user training materials to support end-user adoption, policies, procedures, and technical designs.
• Deliver end-user training to the sales team as needed to drive adoption.
• Serve as the key contact for vendor relationships, providing inputs on system performance and customer engagement to guide vendor negotiations.
• Support system issue resolution with vendors/partners and deliver program expansion needs.
• Act as Carnival’s voice in day-to-day vendor discussions and status meetings to ensure strong representation.
• Provide invoice tracking and monitor spending for all tools under supervision, ensuring invoice accuracy (e.g., reward points) and managing budgets.

Requirements

• Bachelor’s degree in MIS, Business, Computer Science, or a related field.
• 5+ years of experience in IT management, business analysis, or a product owner role.
• Vendor management experience with large/complex brands (e.g., Oracle, Salesforce).
• Expert project management skills with the ability to handle multiple tasks, meet deadlines, and focus on detailed projects for extended periods.
• Excellent verbal and written communication skills, with comfort working with diverse teams and senior stakeholders.

Skills

• Prioritization of business and technical needs, including collecting user feedback and performance metrics to support strategic plans.
• Strong collaboration and influence across Trade Sales, Trade Marketing, and Carnival IT teams (no direct reports).
• Relationship management with key software partners and high-value brand partners.

Impact

This role impacts the North American trade sales organization and daily operations of key functions, including portfolio management, email marketing, and GoCCL.com website content.

Schedule

• In-office role based in South Florida (Miami/Ft. Lauderdale area), requiring on-site work Monday through Thursday each week.
• Remote work permitted on Fridays.
• Occasional work beyond normal business hours or on weekends may be required to support business needs, projects, or operations.
• Minimal or no travel expected.

Benefits

• Annual cash bonus program for all non-sales roles; incentive plans for sales roles.
• Discretionary equity incentive plan for Director-level roles and above.
• Comprehensive health benefits, including cost-effective medical, dental, and vision plans.
• Employee Assistance Program and other mental health resources.
• Company-paid term life insurance and disability coverage.
• 401(k) plan with company match.
• Employee Stock Purchase plan.
• Paid time off, including:
  • 8 company-wide holidays + 2 floating holidays.
  • Vacation time: 14 days/year for managers and below; 19 days/year for directors and above (increases with tenure).li>
  • Sick time: 80 hours/year for full-time employees; pro-rated for part-time employees.
• Complementary stand-by cruises and 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 the Miami campus.