The Senior Director, Loyalty Technology, Roadmap & Communication owns the technology backbone of the Carnival Rewards program end to end — the platform roadmap, the release calendar, the configuration and business rules layer, and the member-facing digital communications that ride on top of it. This role is the single point of accountability for translating loyalty business strategy into a sequenced, funded and delivered technology plan, and for ensuring that every platform change is clearly communicated to members, shipboard teams and the contact center. The role leads a team spanning loyalty strategy & support, platform strategy, digital communications and contractor capacity, and manages the day-to-day relationship with the loyalty platform vendor. The ideal candidate is equally comfortable in a defect triage conversation and a steering committee, and can hold both the technical detail and the member outcome in view at the same time.

Essential Functions:

• Program Strategy, Technology Roadmap & Investment: Own Carnival Rewards program strategy post launch, building on the initial program strategy setup, and translate it into a multi-year technology plan. Own both the Comarch technology roadmap and the overall program technology roadmap, including intake, prioritization, sequencing and dependency management across Comarch, IT, Digital and shipboard systems. Manage the roadmap channel by channel (shipboard, casino, pre-cruise, cruisefare, contact center, web and app, email) so each channel has a clear, funded plan. Lead technology management for loyalty projects and own capex allocation across projects, representing the plan in executive reviews, steering committees and annual budget cycles.

• Requirements, Testing & Release Governance: Own requirement creation and use case creation for all program, promotion and platform changes, ensuring business intent is documented clearly before build begins. Serve as testing lead across the program, owning test case creation, test planning, regression and UAT coordination, and regular testing updates to stakeholders and leadership. Own bug prioritization across the overall program, setting severity and sequencing standards so the highest-impact defects are resolved first. Lead go/no-go decisions, deployment approval and post-release stabilization for every release.

• Platform Configuration, Comarch Management & Technology Operations: Own program and promotion configuration in Comarch, including tier logic, earn and burn rules, promotional constructs and status exception handling, with approval authority over what changes, who may change it and how it is audited. Manage the Comarch relationship day to day in partnership with Procurement and Legal, including statements of work, change orders, roadmap commitments, delivery quality and SLA score carding. Own reporting configurations in Comarch. Build and run the technology operations setup and processes, including intake, triage, escalation paths and service levels, and serve as the senior escalation point for technical bug support across Shipboard, Contact Center and SUS through to closure.                                                 

• Reconciliation & Financial Integrity: Own the identification and resolution of reconciliation issues and fixes across Shipboard, Cruisefare, Casino and Pre-cruise point accrual and redemption. Partner with Accounting and Finance on accounting reconciliations, owning the reporting and technology components so points liability, accruals and redemptions tie back to source systems. Establish recurring reconciliation controls, root cause analysis and fix tracking so issues are prevented, not just corrected, and the program remains audit ready.

• Member Data, Privacy, Fraud & Compliance: Serve as Loyalty Member Data owner and Account owner, accountable for the integrity of member records, account status and history. Own member management across CGMS and the Data Warehouse in partnership with IT and Analytics, including data feeds, matching and merges. Own loyalty data privacy management with Legal and Privacy teams, and lead fraud management including detection rules, investigation, account actions and prevention controls. Own RAAS and compliance management for the program, and manage Terms and Conditions as the primary liaison with Legal so program rules, platform behavior and member communications stay aligned.

• Technology Communications, Member Automation & Team Leadership: Own technology communication to internal stakeholders, including release notes, change notices, known issues and status updates for shipboard teams, the contact center and leadership. Own operational emails and the email triggers and automation that support the member lifecycle, including Journeys, Milestones and the E-statement, ensuring every message matches actual platform behavior. Build, lead and develop a team of four or more across director, senior manager, manager and contractor levels, assigning clear ownership by workstream, planning capacity against the roadmap and driving accountability through structured performance conversations.

Qualifications:

• 10+ years in loyalty, CRM, or digital product and technology leadership, including at least 4 years leading teams.

• Hands-on experience owning a loyalty platform (Comarch, Salesforce Loyalty, Antavo or comparable) through a major launch, migration or replatform, including program and promotion configuration.

• Demonstrated ownership of an enterprise release calendar, requirements and testing lifecycle, and a strategic vendor relationship, including SOW and change-order governance.

• Deep working knowledge of loyalty mechanics: tiering, accrual, redemption, promotional constructs, exception handling and points liability.

• Working knowledge of member data management, data privacy requirements, fraud controls and program terms and conditions.

• Experience overseeing operational and automated member communications (triggers, journeys, statements) and the associated brand, legal and compliance review cycles.

• Excellent executive communication and the ability to translate technical constraints into business terms.

• Bachelor's degree in Business, Technology, Marketing or related field, or equivalent experience. Travel, hospitality or cruise industry experience preferred.

Knowledge, Skills, and Abilities:

• Experience building and governing program strategy and technology roadmaps, by platform and by channel, in a complex, multi-stakeholder environment with competing priorities and constrained capex.

• Proven track record managing enterprise software vendors to delivery commitments and service levels.

• Experience leading requirements, use case and test case development, UAT coordination, program-wide bug prioritization, go/no-go decisions and post-release stabilization.

• Experience owning configuration governance, reporting configuration and change control for a rules-driven platform.

• Experience setting up technology operations and support processes across shipboard, contact center and shoreside teams.

• Experience resolving reconciliation issues across multiple earning channels and partnering with Accounting on liability and reconciliation reporting.

• Experience as a data or account owner with accountability for member data, privacy, fraud prevention and regulatory or compliance requirements, working closely with Legal.

• Experience leading and developing managers and senior individual contributors across technical, operational and communications disciplines.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Travel: Less than 25% with shipboard travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement 
  • On-site Fitness center at our Miami campus

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