Vice President, Customer Intelligence Unit

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Fl.  Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

A data-driven visionary is needed to lead a newly created Customer Intelligence Unit formed to work toward deeper understanding of core customer segments at RCCL. This position seeks to build a center of excellence for data analytics within the Marketing department to support all analysis across RCCL using the Marketing Database and other CEM information.

The VP, Customer Intelligence will oversee the creation and management of business intelligence that will describe customer behavior across multiple sales channels (web, print catalog, direct sales, call center), define customer segmentation, leverage predictive statistical modeling to grow and retain customers, standardized database reporting to articulate customer movement, establish customer data performance metrics, and guide world-class list selection, media planning, and decision support practices.

This individual will be conversant in the use of RFM, RFMP, Life Time Value, Multi-Variant, Predictive Modeling, and other statistical techniques, and experienced in describing customer tendencies and behavior across multiple sales channels. Based on findings using these techniques, the VP will suggest strategies to guide prospecting, active customer campaigns, and multi-channel contact strategies.

Overall, the VP Customer Intelligence will support the prioritization of marketing investment to grow customer acquisition, improvements to campaign profitability, and drive the strategic growth recommendations that will be reviewed and shared with senior and mid-level management.

Principle Responsibilities:

• Build, grow, and retain a world-class internal Customer Intelligence team overseeing personnel involved in Database Marketing management, Analytical Development, Data Governance and Marketing Research.
• Develop portfolio of customer measurements and reports to define, segment, and articulate customer behavior for core customers across their respective sales channels.
• Provide marketing management and e-Commerce teams with analytical decision support to guide customer acquisition and retention efforts, list selection through insightful response analysis, and campaign strategy through reporting of relevant customer behaviors.
• Establish planning function to accelerate predictable prospect and active customer growth via direct marketing using KPIs and metrics to guide prospect and active customer growth.
• Utilize cross functional in-house customer database and hygiene department to gather, access, organize, and understand in-house customer data make-up, and leverage in-house programming resources to generate quick wins and extract added value from the team.
• Utilize in-house and external data to support validation of online and offline campaign ROI performance and profitability management.

Work Challenges

• Working under tight deadlines while managing multiple projects
• Working cross-functionally with finance, marketing, e-commerce, global teams, and senior management.
• Maintain in-depth knowledge of customer business practices and capabilities.
• Alignment/communication with internal/external customers.

Professional Opportunities

• Represent RCCL globally as an expert sharing best practices in support of the company's initiative to rapidly acquire, retain and upsell/cross-sell cruise customers across the globe.
• Participate with bright, aggressive leadership seeking rapid customer growth, while taking the lead role in customer intelligence presentations nationally and globally.
• Build a customer analytics team where models could be applied globally to benefit multiple brands and business units.
• Define, assess, and install world class analytics tools to support building analytics practice.
• Oversee analysis processes, reporting, and methodologies to ensure accuracy and efficiency.

Knowledge, Skills and Qualificiations:

• M.S. or M.A. Degree in Business, Mathematics, Statistics, Social Sciences, or Related Field or equivalent experience. Advanced course work in statistics, mathematics, or research methodology is preferred.
• 15 years hands-on experience with marketing database management, applied statistical methods working with large transactional databases in agency, direct marketing, or database marketing industries.
• Expertise developing modeling and analytical solutions. Analytical project management with hands-on experience supporting direct marketing, database marketing and/or customer relationship management programs
• Experience must include exceptional presentation and writing skills, proven depth of knowledge on statistical methods and market research, superior quality control and process implementation skills.
• Demonstrated ability to draw accurate and insightful business implications from data.
• Excellent team leadership skills with sophisticated analytic professionals.
• Extraordinary communication and negotiation skills with experience and confidence working with senior management and global partners.
• Work history that reflects commitment, progression, achievement, drive, and vision
• Candidate must own strong interpersonal, organizational, and leadership skills, demonstrate effective interaction skills in internal meetings and one-to-one discussions to build collaborative working relationships

Position Dimensions

The position(s) will report to the Senior Vice-President, Marketing at Royal Caribbean Lines

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as the VP, Customer Intelligence Unit.  Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site. 
Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.