Responsibilities

• Lead the translation of the Digital Commerce communications strategy into operational plans channel briefs and delivery priorities across CRM and web programs for international markets
• Drive the Digital Commerce communications strategy across CRM and web channels ensuring initiatives are sequenced resourced and delivered in alignment with commercial booking windows and business objectives
• Lead the application of audience segmentation direction and content frameworks across channel plans ensuring CRM and web programs are informed by behavioral data performance insights and regional market needs
• Drive cross-functional alignment with Tech & Development international market leads commercial teams revenue management and creative partners to ensure communications initiatives are integrated commercially relevant and regionally adapted
• Coordinate cross-functional workstreams with Growth & Measurement Creative/Content Commercial and International Markets teams proactively surfacing dependencies and ensuring seamless delivery across initiatives
• Lead cross-channel integration between CRM and web programs ensuring consistent messaging sequencing and guest experience across all digital touchpoints throughout the guest journey
• Oversee the delivery and performance of CRM programs across email (Tactical Pre-Cruise Engagement Lifecycle) ensuring channel plans are on brief on schedule and optimized against performance targets
• Oversee the delivery and performance of web merchandising and digital experience programs including targeted offers homepage promotions and cross-sell and upsell placements across international markets
• Oversee the pre-cruise communications program across CRM and web driving execution of ancillary product remerchandising cross-sells upsells and engagement offers to support revenue goals
• Lead real-time interpretation of performance results driving dynamic plan adjustments that maximize what is working and course-correct what is not

Requirements

• Bachelor's degree in a related field required Master's degree preferred
• Minimum of 8–10 years of progressive experience in digital marketing CRM or ecommerce communications
• Minimum of 5 years of lifecycle communications experience including email marketing audience segmentation and personalization
• Minimum of 3–5 years of experience leading teams in a matrixed environment with demonstrated ability to develop managers and drive cross-functional initiatives
• Strong working knowledge of CRM and email marketing platforms marketing automation and web channel operations sufficient to lead channel teams and drive program quality
• Experience with Adobe Marketing Cloud products (Adobe Campaign Adobe Analytics Adobe Audience Manager Adobe Target) or equivalent enterprise martech stack
• Proficiency in interpreting channel performance data audience segmentation outputs and A/B testing results to drive optimization decisions across programs
• Experience with project and program management tools such as Jira Confluence or Asana; ability to coordinate cross-channel workstreams and drive delivery governance across multiple teams
• Familiarity with HTML CSS and marketing scripting languages (eg AMPscript) to enable effective collaboration with technical and production teams
• Strong people leadership skills with demonstrated ability to lead align and develop a team of channel managers across multiple functional disciplines

Preferred

• Experience working in or with international markets preferred; travel hospitality cruise or consumer subscription brand experience a plus