This CRM Director is responsible to drive business revenue and growth by driving the evolution of MSC Cruises CRM marketing and database efforts to expand consumer and trade databases and delivering best-in-class direct marketing programs. Director will work closely with Corporate marketing team on centralized elements of CRM marketing and database growth strategies and create a roadmap for the US market.
•Drives vision, strategy and execution for CRM direct marketing efforts (email and direct mail) for new guests, past guests, and travel partners;
•Drives increases in pre-cruise onboard revenue through compelling automated email campaigns;
•Designs and builds testing roadmap to ensure ongoing optimizations across all channels;•Develops and delivers database snapshot reports to monitor the database health and growth;
•Develops and executes a database growth strategy for both consumer and trade;
•Delivers various database profiles and reports to be used across both CRM and other marketing channels;
•Develops and implements scalable and innovative processes to positively impact KPIs and increase relevance of campaigns to come to a higher degree of personalization;
•Establishes strong working relationship with cross functional stakeholders in US as well as Corporate
•Defines, tracks and measures KPIs with ongoing efforts to continuously analyse data, identify trends, and implement optimizations to better drive initiatives;
•Trains, motivates and develops CRM talent.
•Bachelor’s Degree, MBA preferred
•10+ years marketing experiences including senior level experience in CRM, performance marketing and/or analytics
•Demonstrated experience in developing overall CRM strategy
•Familiarity with CRM technology including marketing automation platforms and CRM tools;
•Previous experience managing the creative aspects of direct marketing from briefings to approvals;
•Comfortable working in a cross-functional, multi-national company
•Previous experience in leaderships roles and developing high-performance teams
•Results oriented and high attention to details
•Proficient with SAS, BI tools, Excel and Google Analytics
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