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

Job ID 10094908 Location Singapore, Singapore Business Disney Cruise Line Date posted Aug. 30, 2024

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

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.

#LI-DNI

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About Disney Cruise Line:

A leader in the cruise industry, Disney Cruise Line provides a setting where families can reconnect, adults can recharge and children can experience all the magic that Disney has to offer. Guests can sail out of ports around the world on exciting itineraries to the Caribbean, Bahamas, Alaska and Europe, among others. Aboard the fleet of five ships – the Disney Magic, Disney Wonder, Disney Dream, Disney Fantasy and Disney Wish – and Disney’s private island paradise in the Bahamas - Castaway Cay, crew members provide guests with unparalleled service, enchanting storytelling and immersive family entertainment that only Disney can deliver.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with The Walt Disney Company (Southeast Asia), which is part of a business we call Disney Cruise Line.

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