Director, CRM
Core
Leads NCL's guest communication strategy across email, push notifications, SMS, and direct mail to strengthen guest engagement, retention, and lifetime value.
Role type
Director, Customer Relationship Management (CRM)
Builds
Integrated guest communications and personalization strategies across the guest lifecycle
Domain
Travel, Hospitality, Cruise
Required skills
Enterprise marketing automation platforms, Multi-channel customer journey management, Segmentation and behavioral data analysis, Salesforce Marketing Cloud, Cross-functional partnership, Budgeting and operational management, Team leadership and development
Preferred skills
Travel, hospitality, or cruise industry experience, SQL, HTML/CSS and AMPscript
Technologies
Salesforce Marketing Cloud (Salesforce Agentforce Marketing), Enterprise marketing automation platforms
Responsibilities
Own guest communication strategy across email, push notifications, SMS, and direct mail; Build and lead the CRM team; Maximize effectiveness of spend through budgeting and operational management; Establish an integrated approach to guest communications; Launch push notifications and SMS; Advance personalization and segmentation strategies; Partner across Design, Content Strategy, and Optimization; Align CRM priorities with Loyalty, Product, and Content leaders; Lead CRM technology and platform strategy; Analyze and communicate CRM performance to key stakeholders
Seniority
Director, strategic leadership with hands-on team management
