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Carnival Cruise Line · 7 hours ago

Manager Sr, Loyalty Operations

Miami, FL

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Carnival Cruise Line is the world's most popular cruise line, offering unique experiences across its fleet. The Sr. Manager of Loyalty Operations is responsible for managing the operational setup and delivery of the Carnival Rewards Loyalty program, ensuring seamless guest experiences and managing relationships with various stakeholders.

LeisureTourismTravel

Growth Opportunities

Responsibilities

Manage and own Member Benefit strategy onboard and shoreside working alongside the SVP and VP of Onboard functions such as Housekeeping, Beverage Ops, Dining, Guest services, Entertainment and Retail including all Tier Benefits, Milestone program , Diamond Desk and its delivery and maintenance across all channels to more than 30+ Million guests in the program

Work with VP and Sr Director of IT Operations onboard and for Contact center IT to ensure Compliant delivery of benefits and accurate reporting of all functions

Manage all shipboard operations for all 29 ships, port operations for all our ports of call (15+), Destination operations for all Carnival Cruise line operated destinations including Celebration Key, Half-Moon Cay and Isla Tropicale for Loyalty working directly with VP of Port Ops, VP of Destinations, Sr Director of Guest services, the GOL and VP of Guest Services and Ports

Create and manage the Compliance / training and setup presence and manage the 35+ Loyalty champions across our fleet of 29+ ships to ensure program communication across the ships through all avenues shipboard. Manage all different SOP for Loyalty launch and related benefits with all shipboard operations team

Manage all contact center operations for Loyalty working directly with VP of Contact center and VP of Sales

Manage the creation of the Compliance process, training and setup of all the 30+ Loyalty Champions across the different contact centers, PVP and guest care teams

Manage the team of 20+ individuals managing the Diamond Desk by giving them guidance ensuring compliance of all benefits and messages to our guests in orderly fashion

Manage and Own 20+ external and internal vendor relationships managing the Contracts, compliance, onboarding and reporting along with setup within our invoicing systems. Manage the delivery of the benefits for Tier and status members onboard and at home

Manage the strategy, execution and reporting of the $10M+ Milestone program , including creation and management of process for proper handling of all inventory and cost needs

Manage the $80M+ budget for benefits delivery onboard and shoreside involved in Tier Benefits and Milestone program with the finance teams working with the Sr Director of Accounting. Plus, manage the operational budget and liability management of more than $200M+ while accounting for the Loyalty P&L keeping leadership up to speed on all loyalty related costs and impacts

Performs other duties as assigned

Qualification

P&L managementLoyalty program experienceTeam leadershipAnalytical skillsVendor managementCompliance knowledgeQuality assuranceTraining experienceOperational strategyInterpersonal skills

Required

Bachelor's degree in business, Marketing or Economics

A minimum of 8 years of experience in a variety of increasingly responsible positions with proven P&L responsibility, managing revenue and / or exposure to a variety of industries

A minimum of 3 years of experience leading a team of 2+ in Operations / marketing

Good system knowledge and strong analytical skills

Manage a complex system and the P/L that will execute a substantial portion of the program's operational budget

Quality assurance, testing and ability to coordinate across departments

Preferred

Experience with Loyalty or travel brands a major plus

Benefits

Cost-effective medical, dental and vision plans

Employee Assistance Program and other mental health resources

Additional programs include company paid term life insurance and disability coverage

401(k) plan that includes a company match

Employee Stock Purchase plan

Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.

Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.

Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.

Complementary stand-by cruises, 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 our Miami campus