Lead, Customer Engagement Analytics

Position Summary

Lead, Customer Engagement Analytics reporting to the Senior Manager Customer Engagement Analytics in the Royal Caribbean Group’s E‑commerce Data and Analytics Team. This role focuses on shaping customer engagement strategies and driving business growth through data‑driven insights, primarily within the North American market for Royal International and Celebrity Cruises, with potential expansion to international markets and team leadership opportunities.

Onsite and based in Miami, Florida.

• Be the driving force in developing and refining CRM, BI, and segmentation strategies tailored to the unique dynamics of the cruise market.
• Steer the business with regards to defining KPIs and metrics to measure the effectiveness of CRM initiatives and segmentation strategies, aligning them with broader commercial objectives.
• CRM Analysis and Campaign Reporting
  • Spearhead the detailed analysis of customer data to identify trends, preferences, and opportunities for enhancing customer engagement and loyalty within the cruise industry.
  • Guide the CRM Marketing Team with the planning, execution, and optimization of CRM campaigns, ensuring alignment with strategic objectives and targeting relevant customer segments.
  • Drive the development of reporting, and maintain dashboards for CRM campaigns, as well as ad‑hoc deep dive analysis where required.
  • Governance over the design and delivery of customer audiences for marketing activities (Email, Direct Mail, Call Outbounding), ensuring adherence to reporting best practices, such as control groups and incrementality, and alignment with the specific legal marketing rules for each market.
• Business Intelligence and Data Analysis
  • Champion the use of data‑driven insights across the business, and ensure that all aspects of business and consumer data are being leveraged to their maximum potential.
  • Utilize advanced analytics techniques to extract insights from large datasets, including booking data, customer interactions, CRM performance, and market trends, to inform strategic decision‑making.
  • Develop and maintain Power BI dashboards and reports to monitor performance, track key metrics, and provide actionable recommendations to enhance business performance in international cruise markets, resulting in proof‑of‑concept reports that could be implemented by the wider Dashboard team.
• Collaborate with cross‑functional teams to integrate segmentation insights into marketing campaigns, product offerings, and customer service strategies tailored to international cruise markets.
• Team Leadership and Collaboration
  • Provide leadership, mentorship, and guidance to a team of analysts, fostering a culture of collaboration, innovation, and continuous learning.
  • Collaborate with internal stakeholders across departments to ensure alignment of CRM, BI, and segmentation initiatives with broader business goals and objectives.

• Bachelor's degree in Business Analytics, Marketing, Hospitality Management, or a related field.
• Minimum of 7 years of experience in CRM, BI, segmentation analysis, or related roles within the travel and tourism industry, with specific experience in the cruise sector preferred.
• Proficiency in data analysis tools and technologies such as SQL, SAS, Tableau, or similar.
• Knowledge of Salesforce Marketing Cloud journeys and terminology.
• Experience working within the Power BI reporting platform.
• Strong understanding of CRM principles, business intelligence concepts, and segmentation strategies within the context of the cruise industry.
• Excellent communication skills with the ability to translate complex data insights into actionable recommendations for non‑technical stakeholders.
• Proven leadership experience, including the ability to inspire and motivate teams to achieve results in a fast‑paced, dynamic environment.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.