Responsibilities

• Strategy Development: Lead the end ‑ to ‑ end development of a comprehensive, multi ‑ year Loyalty vision and strategy for both Holland America Line and Seabourn. Drive strategic alignment across senior and executive leadership, delivering high ‑ impact presentations, securing cross ‑ functional buy ‑ in, and guiding decision ‑ making to ensure the strategy advances brand, commercial, and guest ‑ experience goals.
• Innovation: Identify and prioritize enhancements to loyalty offerings based on guest insights, competitive analysis, and performance data.
• Execution: Create and deploy marketing campaigns to drive commercial goals.
• Data Analysis: Analyze loyalty campaign performance and provide insights to optimize future campaigns.
• Collaboration: Serve as a strategic partner to Revenue Management, Sales, Brand Marketing, Contact Center, and Guest Experience teams to align loyalty initiatives with commercial priorities.
• Process and Budget Management: Manage and maintain all enterprise collateral. Lead the Loyalty budget and manage end ‑ to ‑ end vendor sourcing, approvals, and contract signing, ensuring gift inventory stays reliably stocked through smart forecasting and purchasing.
• Reporting: Own Loyalty KPIs including retention, rebooking rate, and guest lifetime value. Manage campaigns and ensure optimal ROI through data-driven decision-making.

Requirements

• Bachelor’s Degree in Marketing, Business, Communications, or a related field.
• Master’s Degree preferred.
• Minimum of 10 years of experience in loyalty or lifecycle marketing.
• Proven track record of developing and executing successful loyalty, payment, or subscription value propositions.
• Experience with CRM, marketing automation platforms, and email service providers.
• Intermediate knowledge of HTML, CSS, Dreamweaver or Sublime.
• Strong understanding of email marketing best practices, including segmentation, personalization, and A/B testing.
• Deep understanding of loyalty program economics and value drivers.
• Data-driven mindset with the ability to analyze and interpret complex data sets.
• Excellent leadership and team management skills.
• Strong project management skills with the ability to manage multiple priorities and deadlines.
• Exceptional communication and collaboration skills.
• Proficiency in HTML and email design best practices.
• Proven experience establishing strong collaborative relationships across varied sets of stakeholders
• Ability to manage time and multiple priorities with a variety of internal and external stakeholders
• Travel: No or very little travel likely
• Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Physical Demands: Remain in a stationary position at a desk and/or computer for extended periods of time, reasonable adjustments will be offered.

Nice To Have

• Master’s Degree preferred

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement