BASIC PURPOSE: Responsible for managing and optimizing the guest loyalty program of Regent Seven Seas Cruises - Regent Seven Seas Society®, leveraging cross-channel marketing to engage guests favorably and drive repeat business. This role drives guest engagement, development and retention by delivering strategies and tactical execution to build and communicate compelling offers and benefits to Regent Seven Seas Society® guests.
Drive implementation and execution of loyalty marketing programs and associated activities including direct mail, digital content and onboard collateral.
Develop strategy to elevate loyalty beyond executional program to move Past Guests to higher tiers.
Ensure timely and accurate updates for Seven Seas Society membership program marketing materials and consumer facing website.
Collaborate with internal partners including Marketing, Sales, Cruise Consultants and Hotel Operations to enhance and support the loyalty program and achieve the program's goals.
Conduct monthly loyalty program meetings with internal business stakeholders to discuss program performance and enhancements (include tri-branded component).
Map out customer lifecycle-based communication touch-points (pre-cruise, booked guests and post-cruise) and provide recommendations for optimization.
Analyze retention and engagement quantitative and qualitative data and leverage findings to enhance program.
Monitor competition and cross-industry loyalty program best practices to ensure that Regent loyalty program remains best-in-class.
Assist in development and execution of onboard sales marketing, including collateral for Culinary Arts Kitchen and Gourmet Explorer tours.
Assist in development with event planning and gift amenity selections for past guest specialty events both onboard and ashore.
Create comprehensive job briefs for Graphics Department by gathering all necessary product information including itineraries, pricing, promotions, shore excursions, special programming and applicable add-on programs (land/hotel etc), and budget.
Oversee projects and traffic each job from conception to completion. Serve as a liaison between the Graphics Department and Print & Production Department to ensure project timelines and budgets are followed and approvals at all levels are obtained in a timely manner.
Proofread and facts check every round of every project for accuracy, ensuring flawless execution.
Perform other job-related functions as assigned.
EDUCATION: Bachelor's Degree in Marketing or related field of study or any equivalent combination of relevant background, skills and experience.
EXPERIENCE: Minimum of 4 years' experience with loyalty marketing/program management with a successful track record of contributing to business results. Hospitality industry experience, preferred.
KNOWLEDGE & SKILLS: Excellent project management skills: Highly motivated, strategic thinker with an ability to lead a project from design to implementation. Organized with a high attention to detail. Ability to deliver results under tight deadlines. Superior attention to detail in all aspects of job performance, including meticulous proof-reading and fact-checking skills with absolute accuracy. Strong leadership skills: Excellent verbal and written communication skills to provide clear and succinct information to internal and external partners. Interpersonal communication skills to work effectively in a team and project-based environment. Ability to effectively use diplomacy in conflict resolution and problem-solving matters. Work well under pressure and maintain professionalism in a high-paced department. Proven ability to work well under pressure, meet deadlines, and handle multiple projects simultaneously in an environment with changing business demands. Strong cross-channel marketing knowledge: Understanding of direct marketing execution and tactics, including email, direct mail and database marketing. Understanding of website, social media and digital marketing tactics.