Specialist, Email Booked Guest

The Email Booked Guest Specialist is responsible for managing and optimizing pre-cruise digital communication programs for booked guests. This includes developing and executing strategies for email and app notifications that drive engagement, revenue, and operational efficiency. The role collaborates extensively with cross‑functional teams—such as Shore Excursions, Dining, Spa, Retail, Entertainment, and Guest Services—to ensure alignment of messaging and prioritization of initiatives.

The Specialist oversees campaign implementation, monitors performance metrics, and provides actionable insights to enhance segmentation, personalization, and overall program effectiveness.

• Partner with key stakeholders across guest revenue, operations, and merchandising teams to develop, prioritize, and execute the booked guest email and app notification strategy. Ensure alignment with business objectives and deliver a seamless pre‑cruise communication experience that drives engagement and revenue. Oversee the implementation of outbound email and app notifications, leveraging in‑house creative, development, and operations teams.

• Provide timely, comprehensive reporting on program performance to key internal partners—including guest commerce, operations, trade marketing, business intelligence, and merchandising. Deliver clear, actionable insights that strengthen segmentation, personalization, and overall communication strategy to maximize guest engagement and revenue. Analyze and present key communication KPIs such as email performance, traffic, revenue, and operational metrics, emphasizing data‑driven decision‑making to optimize results and achieve business goals.

• Support leadership in implementation of outbound email and app notifications, leveraging in‑house creative, development, and operations resources. Monitor and analyze key performance indicators—including email engagement, traffic, revenue impact, and operational metrics—to identify trends and optimize campaign effectiveness. Maintain the pre‑cruise and onboard communication calendars to ensure timely delivery of all guest notifications. Ensure flawless delivery through QA, rendering checks, and data validation.

• Actively participate in team meetings to brainstorm new ideas, test emerging technologies, and refine campaign strategies. Collaborate on optimization initiatives and A/B testing concepts (subject lines, creative, send time, and personalization) to improve response rates and marketing ROI, ensuring the program remains agile and competitive. Support BG merchandising manager and personalization manager on marketing initiatives.

• Bachelor's Degree - Marketing

• 2+ years experience in marketing, marketing automation, or email communication

• Experience with travel industry preferred

• Excellent communication and presentation skills with a thorough understanding of how to communicate effectively in direct marketing channels

• Experience working in a corporate environment that required planning amongst cross‑functional business units

• Ability to analyse results to help make program enhancements over time

• Understanding of creative process to implement email programs

• Ability to be both a team player and individual performer.

• Advanced proficiency in the MS Office Suite, Power Point, Excel ESP providers like Exact Target, Mailchimp.

• The Email Booked Guest Specialist oversees the pre‑cruise digital guest communication programs for booked guests. This includes aligning strategy and prioritization with key revenue and operations stakeholders within internal teams, including Shore Excursions, Bar, Spa Treatments, Dining, and Retail; as well as operations, guest support, and entertainment awareness initiatives.

• This position requires strong analytical and strategic thinking to address challenges such as balancing competing priorities across multiple revenue streams, optimizing communication timing and content for diverse guest segments, and improving engagement in a highly dynamic environment. The Specialist must interpret complex data sets, identify trends, and recommend enhancements to maximize conversion and guest…