Manager, Loyalty CRM

The Manager, Loyalty CRM owns the CRM and data-driven member communication layer of the Carnival Rewards program. This is a technical, data-oriented role rather than a campaign marketing role: it is accountable for the audience logic, trigger definitions, data feeds and decisioning rules that determine which member receives which message, and for the accuracy of every dynamic data element — points balance, tier status, tier progress, expiration date, benefit eligibility — rendered in those messages.

The role partners closely with the .com and content teams to ensure that loyalty content on , the mobile app and authenticated member pages is consistent with what is sent through CRM channels and works with UI/UX and brand partners to ensure loyalty components, templates and design patterns are correctly implemented and brand compliant across every digital surface. The ideal candidate is fluent in an enterprise CRM platform, comfortable in data and query tools, and rigorous about QA.

• CRM Architecture, Audience Logic & Data Accuracy:
  Own the design and maintenance of loyalty CRM journeys — enrollment, welcome, tier attainment, tier progress, points expiration, redemption confirmation, reactivation and program change notices — including trigger definitions, entry and exit criteria, suppression rules, frequency capping and decisioning logic. Own segmentation and audience build logic in partnership with Analytics, including query construction, data extension and audience table management. Own the accuracy of all dynamic and personalized data elements by validating message output against the loyalty platform source of truth prior to deployment and maintain the data dictionary of loyalty attributes available to CRM.
• .com, Content & Digital Surface Alignment:
  Partner with the .com and content teams to ensure loyalty content across , the mobile app, authenticated member dashboards and onboard digital surfaces is accurate, current and consistent with CRM messaging. Own the loyalty content request and review pipeline into the .com and content roadmaps, including copy, module requirements, dynamic content rules and publication timing. Validate authenticated member-facing displays — points balance, tier badge, progress indicators and benefit lists — against platform data and elevate discrepancies for resolution.
• UI/UX, Design System & Brand Governance:
  Partner with UI/UX and Brand teams on the design and implementation of loyalty components, templates and patterns across email, app, web and onboard digital channels, ensuring reusable modules rather than one-off builds. Enforce Carnival Rewards brand standards for logo usage, typography, color and approved program terminology across all digital output, and maintain the single source of truth for approved loyalty naming, tier nomenclature and brand assets.
  
  Contribute loyalty requirements to design reviews and validate rendering, responsiveness and accessibility of delivered components.
• Deployment QA, Performance Analysis & Optimization:
  Own end-to-end QA for every deployment including seed-list testing, render and device checks, link validation, dynamic-field verification and reconciliation against platform configuration, with zero tolerance for material data errors in member-facing output. Own deliverability health including list hygiene, engagement-based suppression and sender reputation monitoring in partnership with CRM Operations. Build and deliver performance reporting across delivery, engagement and downstream member behavior, and run structured testing to improve journey performance over time.

• Scope:
  The Manager, Loyalty CRM is accountable for the correctness of what members are told about their…