An exciting opportunity has arisen with P&O Cruises Marketing department for a highly capable CRM Customer Journey Manager to join the team here at Carnival UK.

The role is based at the impressive Carnival UK Headquarters in Southampton and is paying a competitive salary plus benefits, including bonus, travel allowance, pension, huge discounts on our cruises and more.

Carnival UK is the operating company for P&O Cruises & Cunard. We provide unforgettable holiday experiences and operate a winning culture to achieve standout success.

We have big plans for the future and our industry is ripe for innovation. With 3 new ships on the horizon, our business is growing rapidly.  As we embrace new technology we have the need to protect our organisation and customers from threats and risk. Be part of the journey and help shape and embed processes & procedures!

The Role

This role will require you to be an expert in knowing the needs, expectations and motivations of our guests, this knowledge will ensure our journeys are successful and meet their objective of driving behavioural change. You will be expected to develop clear and measurable KPI's for each journey ensuring that these are working towards delivering against our business objectives.

As well as the planning, your team will be responsible for the implementation and delivery of these journeys including: working with the studio on creative concepting, planning comms frequency/content and data selections.

Key Responsibilities:

• Be the strategic lead for customer journey development.

• Develop a new post booking / pre cruise communications strategy and on-going optimisation/enhancements.

• Develop business cases for new journeys, highlighting the financial investment requirements, KPI's and revenue benefit.

• Work with key marketing departments to ensure a seamless customer communication journey.

• Responsible for managing & reporting against a multi-million pound budget.

• Ensure activities are planned to a forecasted budget, with clear KPI’s utilising spend in the most cost effective way.

• Manage team of 2 with varied roles and responsibilities, ensuring they are fully engaged, have PDP and action plans are doing what they do best at work every day.

• Develop the agencies knowledge and understanding of the P&O Cruises brand, product, market positioning, guest data and commercial objectives.

• Manage CRM Customer Journey & Pre-cruise budget.

• Maintain accurate records of schedules, invoices, and month end reporting to ensure all audit requirements are met.

• To be competent in the implementation of digital and personalised content across all communication channels.

• Ensure other stakeholders in the business are fully aware of the CRM plans and strategic work.