Loyalty Manager

This is a fully remote position, open to applicants in Italy.

📋 Description

• Oversee and manage the Trade Loyalty Program, which includes partner support, rewards management, and platform improvements.

• Design and implement engagement strategies aimed at boosting trade partner registration, activation, performance, repeat sales, and loyalty.

• Supply actionable insights to the Sales Team and pinpoint opportunities for program optimization.

• Monitor and evaluate KPIs, budgets, and expenses, providing monthly performance reports to the Executive Committee.

• Collaborate with technical partners to bring enhancements to the Trade Loyalty Program.

• Supervise and manage the Guest Loyalty Program in conjunction with Marketing, Sales, Reservations, Operations, and CRM teams.

• Spearhead enhancements to the Guest Loyalty Program with technical partners to improve the platform and enhance guest satisfaction.

• Execute data-driven campaigns utilizing rewards, personalized benefits, and incentives to encourage repeat guest bookings.

• Refine guest communications alongside the Marketing, Content, and Creative teams to boost loyalty and revenue.

• Develop personalized campaigns aimed at increasing customer lifetime value and repeat sales.

• Track loyalty campaign performance, report findings, and suggest data-driven modifications.

• Provide strategic insights and continuously enhance Trade and Guest Loyalty Programs to maximize ROI.

• Manage and optimize the global loyalty benefits structure.

• Coordinate guest loyalty benefits throughout the fleet with Country Managers, Cruise Directors, and Operations stakeholders.

• Align trade benefits within the CRM with Sales Managers and Directors in accordance with the global benefits strategy.

⛳️ Requirements

• Over 5 years of experience in marketing, loyalty, or CRM, preferably in travel, hospitality, or luxury sectors.

• In-depth expertise in loyalty program management and loyalty strategies.

• Proven track record of driving repeat sales through engagement, personalization, and relationship-building.

• Experience with CRM platforms such as Zoho or Salesforce and email marketing tools.

• Exceptional written and verbal communication skills.

• Strong project management capabilities and the ability to handle multiple initiatives across global teams.

• Excellent analytical and reporting skills with a focus on data-driven decision-making.

• Experience collaborating with technical partners to implement program enhancements and platform updates.

• Capability to work remotely while ensuring communication and alignment with global teams across different time zones.

• Proficiency in English and Spanish is a plus.

• Knowledge of French is appreciated.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Employee discounts and perks.