Senior Director, Loyalty Analytics & Member Experience

Job description

The Senior Director, Loyalty Operations, Analytics & Marketing is a strategic leader responsible for defining and executing Carnival’s loyalty vision to drive guest engagement, retention, and lifetime value. This role oversees the full operational lifecycle of the Carnival Rewards program (currently VIFP until 2026), including benefit fulfillment, top-tier and milestone programs, and all guest-facing touchpoints across onboard, shoreside, and digital channels. Responsibilities: Loyalty Benefit & Member Experience Strategy (Portfolio Ownership) Own the end-to-end strategy and governance for the Loyalty benefits portfolio—including Tier Benefits, Milestone Programs, and the Diamond Desk—covering 30M+ members across onboard, shoreside, and digital channels. Set a 3–5 year roadmap for benefit design, eligibility rules, fulfillment models, and inventory planning; ensure experiences are consistent, scalable, and cost-effective. Partner at the executive level with SVP/VPs of Housekeeping, Beverage Operations, Dining, Guest Services, Entertainment, and Retail to co-create guest journeys and service standards that drive engagement, retention, and lifetime value. Establish experience KPIs (e...