Senior Manager, Retention & Loyalty - Hybrid or Remote

Job ID 4141 Date posted 06/10/2022 City Seattle State WA Country United States Job Type Full Time

Job Description

At Seabourn, we are passionate about travel. We believe that traveling for pleasure has a redemptive power that enriches people’s lives. And we believe that people should travel well. Seabourn pioneered small-ship, ultra-luxury cruising, and continues to represent the pinnacle of that unique style of travel.

We’re looking for an amazing marketing professional to fill this role, which is based in the US, Seattle or Miami preferred - option for hybrid or remote work. You’ll be responsible for driving strategic thinking around repeat guest experience and owns all budgets and KPIs related to customer repeat targets. You will also lead all segmentation strategy and provide list targeting and forecasting expertise for relevant marketing channel owners, primarily in direct mail and email. In addition, you will own the Seabourn Club loyalty program and its future state design, experience, and implementation for guests, and will lead the cross-functional architecture of relevant data and platforms to enhance guest segmentation and personalization across all touchpoints.

Here’s a summary of what Seabourn is looking for in its Senior Manager, Retention & Loyalty. Is this you?


  • Builds and maintains the foundational understanding of repeat guest behaviors and trends with respect to key KPIs by cohorts and develops recommendations with respect to repeat guest enticement and offers.
  • Drives list segmentation strategy and list pulls for key retention marketing channels such as direct mail and email.
  • Oversees deployment of the marketing budget targeted at winning back lapsed or other repeat guest populations at an acceptable cost per guest.
  • Serves as the key liaison with the data team, media team, and other channel owners to improve data enrichment, quality, and contactability of database members.
  • Works alongside agency and data science and analytics resources, both internal and external, to develop propensity, churn, and other affinity models to improve incremental responsiveness of repeat customer audience.
  • Collaborates with data and IT team to ensure required customer information is flowing into relevant platforms and suggests tech stack enhancements and improvements.
  • Maintains a repeat guest forecast and bottom-up point of view with respect to ability to meet commercial goals and KPIs.
  • Partners closely with e-commerce team to create seamless guest experiences from and across channels and improve lead generation and conversion.
  • Collaborates with data and IT team to ensure required customer information is flowing into relevant platforms and suggests tech stack enhancements and improvements.


  • Bachelor’s Degree in Marketing, Business, or related field
  • 8+ years of marketing experience with roles of increasing scope of responsibility, including hands-on experience in key retention channels
  • Hands-on experience  in list segmentation and management of enterprise CRM platforms such as Siebel Marketing or Salesforce
  • Experience building, evaluating, and testing data science models and their application to retention marketing
  • Experience working with data and IT teams to coordinate customer data harmonization and platform synchronicity
  •  Working knowledge of SQL and building reporting and dashboards in platforms like Tableau or Power BI preferred
  • Highly agile, analytical, and strong metrics-driven decision-making skills
  • Strong leadership skills and experience with the ability to influence, work collaboratively, and gain consensus
  • Travel and hospitality or experience with a luxury brand a plus
  • Must be legally authorized to work in the United States. Seabourn is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).


  • Cruise and Travel Privileges for You and Your Family
  • Health Benefits
  • Flex Friday
  • 401(k)
  • Employee Stock Purchase Plan
  • Training& Professional Development
  • Tuition & Professional Certification Reimbursement
  • Rewards & Incentives

Our Culture…Stronger Together:

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate vision Statement and our Core Values at:

Seabourn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Seabourn will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact


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