Marketing Operations Manager - Casino Campaigns & CRM
Norwegian Cruise Line Holdings Ltd., Miami, Florida, us, 33222
JOB SUMMARY:
Responsible for all operational aspects of marketing & call campaigns, special events, partnership, and loyalty programs. Oversee the booking process for agents, partners and guests, communication, and execution of campaigns onboard. This role will handle CRM optimization, accounting for revenue and cost, and set up systems to allow for forecasting and reporting. DUTIES & RESPONSIBILITIES: Ensure the optimal execution of marketing campaigns by implementing all system processes that will set up the reservation team with an executable booking process and deliver what is promised to guests on board. Streamline the agent booking process and reduce talk time by enhancing system driven rules and automations. Assess and implement processes, enhancements, and projects with regard to the execution of all campaigns, promotions, and programs. Liaise with key stakeholders, including but not limited to casino marketing, analytics, reservations, onboard, accounting, finance, systems (Seaware, Seaweb) and/or Salesforce to ensure alignment regarding current and future developments. Manage Salesforce and Seaware projects for the creation, issuance, and redemption of casino offers and programs. Manage booking rules for culmination of all casino marketing events and campaigns. Own development and provide vision for new system enhancements, promotions, and corrections with IT. Liaise with the Business Intelligence team to create and/or update existing booking and financial reports. Collaborate with special project teams to ensure casino is accounted for in company-wide initiatives. Manage system testing for upgrades/hot fixes/enhancements (e.g. Versonix, Salesforce, Freestyle). Perform other job-related duties as assigned. QUALIFICATIONS DEGREE TYPE:
Bachelor's Degree FIELD(S) OF STUDY:
Business Administration, Accounting, Hospitality, or related field of study. EXPERIENCE: Minimum 5 years' experience in call center operations, IT project management, hospitality, marketing or related role. Experience with database systems and developing strategies to engage customer base. 2 years' prior supervisory experience preferred, leading an operations team. Previous cruise and/or casino experience preferred. COMPETENCIES/SKILLS: Strong leadership skills to identify, plan, and execute strategies with excellence. Acute attention to detail and the ability to be proactive. Strong knowledge of products and services in a call center environment. Analytical skills to review reporting, identify booking and/or campaign trends, performance, and opportunities for improvement. Effective interpersonal, written, and verbal communication skills needed to engage all levels within the organization and external customers with diverse personalities. Strong organizational skills and multitasking ability to perform in a fast paced environment. Advanced level working knowledge of Freestyle Connect reservation system and Salesforce, or a strong technological background.
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Responsible for all operational aspects of marketing & call campaigns, special events, partnership, and loyalty programs. Oversee the booking process for agents, partners and guests, communication, and execution of campaigns onboard. This role will handle CRM optimization, accounting for revenue and cost, and set up systems to allow for forecasting and reporting. DUTIES & RESPONSIBILITIES: Ensure the optimal execution of marketing campaigns by implementing all system processes that will set up the reservation team with an executable booking process and deliver what is promised to guests on board. Streamline the agent booking process and reduce talk time by enhancing system driven rules and automations. Assess and implement processes, enhancements, and projects with regard to the execution of all campaigns, promotions, and programs. Liaise with key stakeholders, including but not limited to casino marketing, analytics, reservations, onboard, accounting, finance, systems (Seaware, Seaweb) and/or Salesforce to ensure alignment regarding current and future developments. Manage Salesforce and Seaware projects for the creation, issuance, and redemption of casino offers and programs. Manage booking rules for culmination of all casino marketing events and campaigns. Own development and provide vision for new system enhancements, promotions, and corrections with IT. Liaise with the Business Intelligence team to create and/or update existing booking and financial reports. Collaborate with special project teams to ensure casino is accounted for in company-wide initiatives. Manage system testing for upgrades/hot fixes/enhancements (e.g. Versonix, Salesforce, Freestyle). Perform other job-related duties as assigned. QUALIFICATIONS DEGREE TYPE:
Bachelor's Degree FIELD(S) OF STUDY:
Business Administration, Accounting, Hospitality, or related field of study. EXPERIENCE: Minimum 5 years' experience in call center operations, IT project management, hospitality, marketing or related role. Experience with database systems and developing strategies to engage customer base. 2 years' prior supervisory experience preferred, leading an operations team. Previous cruise and/or casino experience preferred. COMPETENCIES/SKILLS: Strong leadership skills to identify, plan, and execute strategies with excellence. Acute attention to detail and the ability to be proactive. Strong knowledge of products and services in a call center environment. Analytical skills to review reporting, identify booking and/or campaign trends, performance, and opportunities for improvement. Effective interpersonal, written, and verbal communication skills needed to engage all levels within the organization and external customers with diverse personalities. Strong organizational skills and multitasking ability to perform in a fast paced environment. Advanced level working knowledge of Freestyle Connect reservation system and Salesforce, or a strong technological background.
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