Sr. Manager, Customer Lifecycle

Title: Sr. Manager, Customer Lifecycle
Report to: Director of Customer Marketing

Job Description:
This position will be responsible for the development and execution of key programs within the guest lifecycle, including prospect acquisition and activation as well as pre-sales to future booked guests through innovative direct and e-mail marketing, including promotions and tailored/targeted communications. The successful candidate has a proven track record in lifecycle marketing and up-/cross-selling. Moreover, the successful candidate has broad experience with segmentation, personalization, offer creation, testing, and creative execution. He or she has deep experience managing direct and e-mail marketing campaigns from inception to flawless execution, including forecasts and reporting. This is an excellent opportunity for a strategic thinker who has mastered direct marketing fundamentals and is ready to make a broader impact.

Key responsibilities:
• Responsible for developing strategies and marketing communications for Booked Guests, geared towards educating and up-/cross-selling guests before their cruise.
• Responsible for increasing product and service pre-sales such as shore excursions and spa to booked guests, through e-mail or other effective marketing communications.
• Responsible for bringing the Lead Activation program to the next level in terms of contact strategy, personalization, offer development and testing in order to increase conversion.
• Responsible for the end-to-end website registration strategy, and improving its efficiency, working in close partnership with the Online team.
• Work in partnership with key departments (including Revenue Management and Hotel Operations) and agencies to implement marketing programs.
• Formulate thorough test plans for accelerated learnings to be shared within Marketing and other key partner organizations.

Requirements
5+ years of direct marketing experience and 3+ years of interactive marketing, including email marketing.
Demonstrated experience in the development and execution of successful marketing programs, as well as demonstrated customer marketing acumen in the areas of: prospecting, customer segmentation, targeted marketing communication, test set up, and analytics.
Experience managing creative resources to produce eye-catching and impactful marketing communications.
Impeccable analytical and project management skills.
Ability to multitask and to balance competing priorities.
Strong verbal and written communication skills. Able to present concepts clearly and accurately and to keep others informed and up-to-date. Listens & probes effectively

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