Senior Manager, Lifecycle Engagement & CRM

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Full Time Ama Waterways, LLC, Calabasas, CA, US

30+ days ago Requisition

Salary Range: $ To $ Annually

At Ama Waterways, we believe meaningful careers begin with purpose, passion and a shared commitment to delivering unforgettable experiences. For those who value curiosity, connection and personal enrichment, Ama Waterways offers the opportunity to help craft meaningful river journeys that invite travelers to follow their own current. Built on a foundation of heartfelt hospitality, we treat our guests—and each other with genuine care, warmth and respect.

Ama Waterways fosters a collaborative environment both onboard our ships and across our global network of offices, where team members grow together, support one another and take pride in upholding the high standards and thoughtful service our company is known for.

We invite talented, motivated professionals to explore our career opportunities and begin their journey with Ama Waterways today.

Position Summary

The Senior Manager, Lifecycle Engagement is responsible for building and executing a modern, globally enabled lifecycle strategy across the entire guest journey, spanning prospects, guests, and travel advisor partners. This role focuses on translating strategic vision into actionable programs and scalable journeys, while working closely with the SVP of Marketing to shape lifecycle strategy and priorities. The Senior Manager will help operationalize a unified approach to engagement across digital and offline touchpoints, ensuring every interaction, from initial discovery through post-cruise advocacy, is coordinated, data-driven, and experience-led.

Through strong cross-functional collaboration, this role partners across marketing, product, operations, revenue management, sales, and technology to activate opportunities for deeper engagement, personalization, and long-term value creation. The ideal candidate is both a strategic thinker and hands-on operator who combines customer insight, CRM expertise, and executional excellence to drive measurable business impact.

Key Responsibilities

Lifecycle Strategy & Journey Execution

• Partner closely with the SVP of Marketing to help define and evolve lifecycle engagement strategy across acquisition, pre-cruise, onboard, and post-cruise experiences
• Translate lifecycle strategy into clear roadmaps, programs, and journey frameworks
• Support the development of a cohesive end-to-end guest and advisor journey across all touchpoints
• Execute and continuously optimize lifecycle programs spanning onboarding, engagement, retention, loyalty, and win-back
• Identify and activate opportunities to increase customer lifetime value, repeat engagement, and direct bookings

Cross-Functional Guest Experience Integration

• Collaborate with Product, Operations, Revenue Management, Sales, and Technology teams to ensure lifecycle strategies are effectively executed across the full guest experience
• Help bridge marketing strategy with real-world guest interactions, ensuring alignment across pre-travel, onboard, and service touchpoints
• Support cross-functional initiatives that connect data, teams, and touchpoints into a unified engagement model

Lifecycle Execution & Journey Activation

• Lead execution of lifecycle programs across core audiences:
• Prospects: lead generation and nurturing
• Guests: pre-, during, and post-cruise lifecycle
• Travel advisors: engagement and retention
• Ensure lifecycle touchpoints are orchestrated into a seamless and connected experience across channels
• Partner with internal teams to align lifecycle campaigns with broader…