Senior Director, Loyalty

GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family! APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered.

The Senior Director, Loyalty owns the strategic vision and direction for NCL's loyalty and co-branded credit card portfolio, strengthening guest engagement, retention, repeat business, and lifetime value. This role sets the multi-year roadmap for the continued evolution of NCL's Latitudes loyalty program, including its tier structure, member benefits, and points strategy, as well as the co-branded credit card partnership that extends and monetizes that loyalty relationship. The Senior Director builds and leads the Loyalty organization, develops the next layer of loyalty leadership, and serves as the primary executive-facing voice for an integrated approach to loyalty and personalization throughout the guest journey.

RESPONSIBILITIES Lead loyalty program strategy by driving the continued evolution of NCL's Latitudes loyalty program, including tier structure, member benefits, and points strategy, to support guest retention, repeat business, and lifetime value. Advance personalized loyalty offers and benefits using guest data and behavior to improve the relevance of loyalty communications and offers and drive measurable improvements in guest engagement and retention. Lead co-branded credit card strategy, managing the partnership with the issuing bank to evolve program benefits, acquisition strategy, and member value proposition, and integrating card benefits into the broader loyalty experience. Build and lead the Loyalty team responsible for loyalty program and co-branded credit card operations, establishing clear priorities, accountability, and performance expectations while coaching and developing team members. Maximize the effectiveness of spend through thoughtful budgeting and operational management to deliver outcomes as efficiently as possible, with demonstrated ability to track spend, process invoices, and ensure key initiatives are delivered on time and within budget. Benchmark Latitudes and the co-branded credit card program against loyalty programs across cruise and other travel and hospitality sectors to identify opportunities and inform strategy. Partner closely with teams across the organization to manage and execute the Latitudes program both onboard and ashore, including Hotel Operations, Guest Services/CruiseNext, Sales, and other key cross-functional partners. Own the end-to-end planning, execution, and hosting of the annual Latitudes Cruise. Partner across Design, Content Strategy and Personalization, and Optimization and Testing to align messaging, creative, offers, and experiences with loyalty objectives and incorporate continuous testing and optimization. Align loyalty priorities with CRM, Product, and Content leaders to coordinate strategies, roadmaps, and initiatives and deliver an integrated digital guest experience across functions. Analyze and communicate loyalty and co-branded credit card program performance to key stakeholders, providing visibility into program health, business outcomes, priorities, and risks. Perform other job-related duties as assigned.   QUALITIFICATIONS DEGREE TYPE: Bachelor's Degree FIELD(S) OF STUDY: Marketing, Business Administration, Hospitality Management, or related field.