Social Listening Analyst

Responsibilities

• Manage the strategic configuration and ongoing optimization of Princess Cruises’ enterprise social listening ecosystem, including the establishment of keywords, alerts, tagging frameworks, dashboards, and analytical methodologies used across teams to evaluate guest sentiment and reputational risk.
• Maintain listening standards, escalation criteria, and materiality thresholds that determine when guest sentiment, misinformation, or emerging issues require cross-functional awareness, leadership visibility, or formal response.
• Serve as an internal advisor and subject-matter expert to PR/Communications, Guest Services, and Operations teams by translating guest sentiment and conversation data into actionable insights, recommendations, and strategic context.
• Continuously evaluate and refine listening methodologies, tools, and analytical approaches to ensure accurate, relevant, and forward-looking coverage of guest conversation across global markets.
• Monitor the effectiveness of escalation frameworks and listening standards, making recommendations for refinement based on evolving risk patterns, platform changes, and business needs.

Knowledge & Skills

• Scope: Primary responsibility for the governance, effectiveness, and continuous improvement of Princess Cruises’ social listening and digital sentiment intelligence program. Determines how guest conversation data is structured, interpreted, and escalated to support leadership awareness, reputational risk management, and informed business decision-making. Operates within established organizational objectives and influences multiple functions.
• Problem solving: Requires the application of independent judgment to assess complex and ambiguous information, determine the significance of emerging sentiment or reputational risks, and recommend appropriate escalation or response pathways. Problem solving involves evaluating potential business impact rather than following prescriptive procedures.
• Impact: Directly supports brand protection, crisis readiness, and informed decision-making across Princess Cruises’ global operations.
• Leadership: Demonstrated through subject-matter expertise, operational ownership of the social listening function, and influence across cross-functional teams through analysis, guidance, and recommendations.

Requirements

• Bachelor’s degree or equivalent professional experience
• 5+ years of experience in social media customer service, social listening, content moderation, or community management
• Hands-on experience using enterprise social media management and listening tools (e.g., Sprinklr, Sprout Social, or comparable platforms)
• Experience monitoring, moderating, and evaluating high volumes of social conversation for large or consumer-facing brands
• Experience applying moderation guidelines, escalation protocols, and brand safety standards in real-time environments
• Strong written communication skills with the ability to clearly document, summarize, and escalate findings
• Ability to manage multiple priorities and remain effective in fast-paced, high-volume settings
• Proficiency with standard workplace collaboration tools (e.g., email, messaging platforms, reporting tools)
• Proven experience using enterprise social media management and listening tools (e.g., Sprinklr, Sprout Social, or comparable platforms)
• Demonstrated experience working on the frontlines of social media for a high-volume, consumer-facing brand, with direct exposure to public guest feedback, questions, complaints, and sentiment
• Experience evaluating tone, intent, and urgency of user-generated content to support moderation decisions and escalation pathways

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives