Associate Manager, Customer Relationship Management (CRM), Disney Cruise Line

1 Month ago • All levels • Marketing • Campaign Management

About the job

Job Description

The Associate Manager, Customer Relationship Management (CRM) is responsible for managing marketing automation platforms and workflows to streamline customer communications. This role involves developing and implementing automated marketing campaigns, ensuring consistency and effectiveness, and collaborating with CRM and analytics teams to integrate customer insights into marketing strategies. Responsibilities include: Overseeing the setup, configuration, and optimization of marketing automation platforms, developing and implementing automated marketing campaigns to nurture leads and support customer journeys and drive customer engagement, conversion, and retention, designing, building, and sustaining end-to-end marketing campaign flows from data selection to HTML development, data validation, proofing and campaign deployment, performing technical analysis, level-of-effort estimation, and contributing to the development of direct channel communications, identifying customer segments for targeted marketing programs, developing testing scenarios and hypotheses, monitoring and analyzing campaign performance data to identify areas for improvement and optimization, supporting the global loyalty program and integrating the process into the overall framework, encouraging customers who receive email updates to book their itineraries through targeted and compelling marketing messages, working with content, creative, and technical teams to ensure seamless integration of marketing automation initiatives, partnering with cross-functional teams to analyze business and marketing data and effectively translate analytics into clear insights, actionable recommendations, and strategies to optimize existing processes and drive key business metrics, developing and executing A/B testing plans to continually improve campaign performance, assisting in data entry and maintenance of marketing databases and systems, ensuring data accuracy and integrity for reporting purposes, coordinating with external vendors and suppliers for procurement of marketing services and materials and managing vendor relationships effectively, assisting with budget tracking for direct marketing activities, ensuring compliance with company policies and procedures, staying updated on marketing automation best practices and emerging trends to enhance the effectiveness of campaigns.
Must have:
  • Experience with tools such as Salesforce / Clever Tap
  • Strong business and commercial acumen
  • Experience with Audience segmentation and activation tools
  • In-depth understanding of database concepts
  • Excellent communication and collaboration skills
  • Creative thinker with strong problem-solving capabilities
  • Detail-oriented with excellent time-management and project management skills
Good to have:
  • Basic experience with API integrations, web services, and microservices architectures
  • Understanding of Customer Data Strategy concepts

Job Summary:

Wherever you are in the amazing world of Disney, you are contributing to the stories of our iconic brands, recognised by audiences everywhere for entertainment, information and inspiration. Innovation, imagination and inclusion are at the core of Disney, defining the experience that we deliver as well as providing the foundation of our success. The scope of our business, combined with global growth and collaboration result in an inclusive employee experience characterised by continuous learning, development and achievement.

About Disney Cruise Line:

Since launching in 1998, Disney Cruise Line has established itself as a leader in the cruise industry, providing a setting where families can reconnect, adults can recharge and children can experience all Disney has to offer. Today, the award-winning Disney Cruise Line continues to expand its blueprint for family cruising with a fleet of five ships — the Disney Magic, Disney Wonder, Disney Dream, Disney Fantasy and Disney Wish — and three more ships planned. One of these ships will exclusively homeport in Singapore for at least five years beginning in 2025, marking the cruise line’s debut in Southeast Asia.

About the Role:

The Associate Manager, Customer Relationship Management (CRM) is responsible for managing marketing automation platforms and workflows to streamline customer communications. This role involves developing and implementing automated marketing campaigns, ensuring consistency and effectiveness, and collaborating with CRM and analytics teams to integrate customer insights into marketing strategies.

Responsibilities:

  • Marketing Automation Management: Oversee the setup, configuration, and optimization of marketing automation platforms.
  • Campaign Development: Develop and implement automated marketing campaigns to nurture leads and support customer journeys and drive customer engagement, conversion, and retention.
  • Execution: Design, build, and sustain end-to-end marketing campaign flows from data selection to HTML development, data validation, proofing and campaign deployment. Perform technical analysis, level-of-effort estimation, and contribute to the development of direct channel communications
  • Analytics & Optimization: Identify customer segments for targeted marketing programs, develop testing scenarios and hypotheses, monitor and analyze campaign performance data to identify areas for improvement and optimization.
  • Support the global loyalty program and integrate the process into the overall framework
  • Conversion: Encourage customers who receive email updates to book their itineraries through targeted and compelling marketing messages.
  • Collaboration: Work with content, creative, and technical teams to ensure seamless integration of marketing automation initiatives. Partner with cross-functional teams to analyze business and marketing data and effectively translate analytics into clear insights, actionable recommendations, and strategies to optimize existing processes and drive key business metrics.
  • A/B Testing: Develop and execute A/B testing plans to continually improve campaign performance.
  • Data maintenance - Assist in data entry and maintenance of marketing databases and systems, ensuring data accuracy and integrity for reporting purposes.
  • Vendor Management - Coordinate with external vendors and suppliers for procurement of marketing services and materials and manage vendor relationships effectively.
  • Financial Administration: Assist with budget tracking for direct marketing activities, ensuring compliance with company policies and procedures.
  • Best Practices: Stay updated on marketing automation best practices and emerging trends to enhance the effectiveness of campaigns.

Requirements:

  • Experience with tools such as Salesforce / Clever Tap
  • Strong business and commercial acumen with proven track record of driving exponential sales growth through the effective management of CRM analysis, channels and platforms (Meta, YouTube, Google, Adobe Campaign, Braze, Salesforce, etc.)
  • Experience with Audience segmentation and activation tools (DMP, CDP, Data Onboarders), A/B testing, campaign analysis, and CRM reporting.
  • In-depth understanding of database concepts, SQL queries, and scripting languages.
  • Understanding of Customer Data Strategy concepts (1st/2nd/3rd party data, Compliance, Data Privacy and Suppression, Segmentation)
  • Basic experience with API integrations, web services, and microservices architectures is a bonus
  • Excellent communication and collaboration skills with a positive learning attitude and ability to work effectively across teams.
  • Creative thinker with strong problem-solving capabilities.
  • Detail-oriented with excellent time-management and project management skills.
  • Must be flexible and comfortable working across different time zones to collaborate with global teams and stakeholders.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

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About The Company

From classic animated features and exhilarating theme park attractions to cutting edge sports coverage, and the hottest shows on television, The Walt Disney Company has been making magic since 1923, creating unforgettable stories that connect with audiences around the world. And we’re just getting started!

The key to our success…. The Cast, Crew, Imagineers and Employees who honor Disney’s rich legacy by stretching the bounds of imagination to create the never-before-seen, bringing unparalleled entertainment experiences to people of all ages. Begin a career that delivers unparalleled creative content and experiences to audiences around the world and just imagine the stories you could be part of…

What is #LifeAtDisney like? It’s a series of magical moments with cast members and employees developing and telling our stories in the most innovative ways. Whether it’s a day spent as a Disney VoluntEAR, or celebrating the release of a new interactive experience, retail product or movie, our days are filled with the knowledge that we are creating entertainment experiences the whole family can enjoy. Follow @DisneyCareers on Facebook, Twitter and Instagram for a peek behind-the-curtain, and discover how you could connect to a world of stories with Disney!

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