Manager, Loyalty

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Manager of Loyalty is responsible for developing and executing strategies to maximize net revenues from the in-house (“House”) VIP customer database.  Main activities will include casino marketing via database segmentation, execution of email and direct mail campaigns to House customers, special events, onboard offers, and support leadership in developing and implementing a casino loyalty program.  Position will be the main liaison between Casino Analytics team, Marketing, VIP Services, and Operations to create an efficient and effective CRM program. The success of this role will be measured by the achievement of annual Net Revenue and bookings targets, House VIP satisfaction, and the engagement and efficiency of the CRM process.

Your Impact

• Responsible for performance of Casino Marketing for the House program for MSC and develops, implements, and manages strategies to increase the frequency and overall value of sailings by House casino players
• Leverage Casino Analytics to segment database and align most impactful offers, ensuring reinvestment targets and redemptions rates are met
• Support team efforts to connect all required data and resource infrastructure for casino campaigns
• Build relationship with Marketing to execute casino campaigns via the same processes as other brand campaigns
• Share and implements best practices across global team
• Serve as main liaison with marketing team to execute campaigns, including the development of compelling copy, branding, and creative for campaigns
• Creates, develops and executes Special Events calendar, identifying future opportunities to drive and improve revenue growth while displaying creativity and development of unique to brand special events
• Analyze the financial performance of campaigns and events and incorporate lessons learned into future campaigns
• Support leadership in developing and launching global Casino Rewards/Loyalty Program, partnering with Data Analytics and rest of the Casino team
• Support loyalty program processes, including onboard execution and annual renewal process
• Partner with VIP Services to align campaign initiative call volume and handling
• Partner with Analytics to create reporting and evaluation tools to drive business forward
• Partner with VIP Services, Casino Operations and Marketing teams to execute special events
• Present scope requirements to IT and other shared services to develop new tools and platforms to support initiatives
• Delivers projects in a timely and cost-effective manner.  Communicates clearly with all stakeholders shipboard and shoreside to ensure success. 
• Embraces and adheres to required quality standards and performance metrics, communicating openly and frequently and demonstrating integrity.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or senior leadership.

Your Journey so far

• Minimum of five years casino marketing experience
• Minimum of three years front-of-house casino marketing experience
• Minimum of two years leadership experience within a gaming, leisure, or hospitality
• Knowledge of Casino Marketing techniques
• Ability to drive multiple initiatives simultaneously and sustain movement to completion
• Exceptional analytical skills
• Knowledge of the principles of casino mathematics, including the calculation of theoretical loss and customer reinvestment
• Demonstrated leadership capabilities and effective verbal and written communications skills
• Ability to collaborate with international team members in a positive and productive manner
• Ability to read, write and present extensive and complicated procedures
• Ability to travel extensively, domestic and international, and work flexible hours
• Above average proficiency in navigating online tools and resource and software packages such as Excel, Word, PowerPoint, database software or related programs
• Exceptional interpersonal, communication, presentation and listening skills, including the ability to adjust style to effectively interact with external customers as well as internal staff, Operations leadership and brand Executive management.
• Strong internal drive, creativity and entrepreneurial mentality - with a demonstrated ability to identify opportunities and provide insight/recommendations on how to maximize those opportunities to build the business.
• Ability to deliver a comprehensive business case or white paper
• Exceptional ability to work independently, proactively, and collaboratively
• Ability to solve interpersonal and operational issues- often “on the fly”

Your Essentials

• US Passport or US Permanent Resident
• MSC Cruises is an E-Verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!