CRM Marketing Specialist

One of the best-known names in cruising, Cunard is the world’s leading international premium cruise line, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Cunard is well known for its White Star Service and Trans-Atlantic Crossings.

We are looking to hire a Specialist, CRM Marketing to execute consumer and trade CRM marketing initiatives that support bookings for Cunard while reinforcing the brand’s distinctive position within the luxury travel marketplace. This role manages campaign workflows from brief through deployment and reporting, ensuring accurate segmentation, personalization, and executional excellence.

Collaborates cross-functionally with commercial, creative, analytics, and revenue teams to support lead generation, prospect nurturing, and guest lifecycle communications, while maintaining strong quality control, timeline management, and performance tracking.

Here’s a summary of what Cunardis looking for in its Specialist, CRM Marketing. Is this you?

Responsibilities:

Project Management & Execution:

Execute end-to-end CRM campaign workflows from brief through deployment and reporting, ensuring timely, accurate, and high-quality delivery.

Gather requirements from commercial, revenue, creative, analytics, and operations stakeholders to develop clear campaign input documents.

Maintain structured workflow management (Workfront or equivalent), including job entry, routing, approvals, and production timelines.

Track project schedules, elevate risks when needed, and support process improvements to enhance efficiency.

Conduct rigorous QA, including verification of offers, fares, DISCLAIMERS, segmentation logic, personalization rules, and tracking links.

Coordinate across departments to ensure alignment on messaging, timing, and inventory considerations.

Support reporting and performance tracking efforts.

Assist with project-related cost coordination and vendor communication as needed.

Creative Development & Brand Support

Contribute to campaign development by providing input on creative direction in partnership with management and creative teams.

Provide clear, structured feedback on design, copy, layout, and dynamic content implementation.

Ensure adherence to brand positioning, messaging strategies, and visual identity standards.

Support integration of messaging across consumer communications.

Contribute ideas to enhance personalization and lifecycle messaging effectiveness.

Program Support & Optimization

Assist in reviewing performance results of CRM programs and provide recommendations for optimization.

Support A/B and multivariate testing initiatives across lifecycle communications.

Research emerging tactics in CRM, personalization, and automation to support innovation.

Identify opportunities to integrate messaging across channels (email, direct mail, web, social, trade support).

Collaborate with global teams (including UK office) to support aligned initiatives.

Monitor competitive activity within cruise and luxury travel markets and share relevant insights.

Knowledge, Skills & Abilities:

Scope:
Executes CRM campaigns and lifecycle communications within established marketing frameworks and strategic direction. Manages campaign workflows from brief through deployment and reporting, ensuring accuracy, compliance, and timely execution. Collaborates with stakeholders across Cunard North America and Cunard UK, including Commercial, Revenue Management, Creative, Analytics, and Operations. Supports budget coordination and vendor communication as needed, with approvals managed by leadership. Utilizes CRM platforms, email service providers (ESP), and personalization tools such as Movable Ink to build and deploy campaigns.

Problem solving:
Interprets campaign performance data to identify trends, segmentation opportunities, and areas for optimization. Supports troubleshooting of segmentation, personalization, or deployment issues within CRM systems. Applies structured QA processes to identify and resolve discrepancies related to offers, fares, DISCLAIMERS, personalization logic, and tracking links. Contributes recommendations to improve campaign…