Vice President, Customer Experience in Miami, FL

$$250K+(Ladders Estimates)

Norwegian Cruise Line   •  

Miami, FL 33299

Industry: Hospitality & Recreation


8 - 10 years

Posted 73 days ago

This job is no longer available.


BASIC PURPOSE: Responsible for leading Norwegian Cruise Line¿s strategy and implementation for seamless omnichannel customer journeys. Designs and oversees execution of remarkable offline and digital experiences that drive business results, as well as lead marketing automation activities for outbound customer communication. Develops integrated audience and content strategies and implements cohesive, personalized communications for consumer segments across multiple touchpoints including web, email, direct mail, mobile, video, social media, advertising, onboard, call centers, and travel partner channels.


Lead development of Customer Experience Marketing Strategies that leverage segmentation and personalization to elevate consumer engagement with the brand and the guest experience throughout the customer lifecycle.

Oversee and ensure flawless execution of cohesive Customer Experience marketing and communications strategies that enhance marketing performance in alignment with key brand business targets.

Develop and execute the Customer Journey Map and audience strategies from pre-sale through cruise experience and repeat cruising, with a focus on cohesiveness and performance across all touchpoints.

Drive and implement innovative segmented and personalized marketing strategies with a focus on digital throughout the organization to enhance the customer experience and maximize brand value.

Direct and oversee all aspects of the development, measurement, and optimization of customer experience campaigns (ideation, creative, execution, analysis and reporting), and ensure proper execution across all marketing and guest touchpoints.

Influence vision and strategy for marketing content, technology and digital capabilities, championing greater experimentation to create competitive advantages and best in class customer experiences.

Develop business cases, create, and implement new initiatives and breakthrough digital and marketing technology enabled programs to produce new customer prospects, improve brand awareness, enhance conversion, and improve customer experience.

Enhance key performance metrics from consideration through repeat cruises for Norwegian's guests and prospective guests through strategic marketing efforts.

Provide thought leadership to senior management and regularly interact with management, providing insight to the business on recommendations around customer experience, audience and lifecycle communications, personalization, marketing technology and automation, and relevant trends and issues that impact the brand and our guests.

Monitor and identify critical business issues and opportunities that require strategic communications to external audiences

Coach, mentor and train direct reports to establish a consistent level of quality, accuracy, accountability, and compliance of standards. Provide guidance to team to empower and provide development opportunities.

Lead investment planning, forecasting, and management for customer experience marketing.

Perform other job related functions as assigned.

EDUCATION: Bachelor's Degree in Marketing or related field of study, MBA preferred; or any equivalent combination of relevant work experience and education.

EXPERIENCE: 10 years experience in Marketing, 5-10 years of managerial experience in a marketing setting.

KNOWLEDGE & SKILLS: Must possess outstanding people leadership, thought leadership, strategic thinking, prioritization, technical acumen, project management, communication, and organizational skills. Advanced knowledge of life cycle, audience-based marketing strategies and executions enabled by marketing technology and automation. Advanced knowledge and experience working withmarketing technology products and suites to successfully enable personalized and automated marketing (Adobe, Google, Salesforce, etc.) Data & Digitally/technology savvy; current with trends and applications of marketing analytics, data driven automated marketing, digital marketing tools, techniques, or other. Hands-on, in-the-details, and an absolute expert with digital marketing technology tools/applications. Understands the critical foundations to content marketing and how to apply marketing terminology, tools, tactics, principles and practices. Execution-focused; has the ability to take a big idea/concept and can break it down to implementation. Strong leadership skills in the ability to influence others cross-functionally, the direct report team, and other key stakeholders in the company around a project/initiative/idea. Strong communicator; communicates a clear, vivid and relevant description or picture of future state; expresses the vision in a way that resonates with others as demonstrated by their words and actions. Actively seeks out opportunities to improve, streamline, reinvent work processes; thinks expansively by combining ideas in unique ways or making connections between disparate ideas. Ability to direct/lead all aspects of a campaign or project (strategy, tactics, creative, copy, delivery, reporting, etc.). Ability to build a shared vision with others and influences others to translate vision to action. Expert in planning and implementation across multiple marketing channels and disciplines, including EM, DM, SEM, traditional offline and online media, and digital marketing. Strong planning, investment forecasting and financial management skills.

Valid Through: 2019-9-3