About the position

The Email Booked Guest Specialist is responsible for managing and optimizing pre-cruise digital communication programs for booked guests. This includes developing and executing strategies for email and app notifications that drive engagement, revenue, and operational efficiency. The role collaborates extensively with cross-functional teams—such as Shore Excursions, Dining, Spa, Retail, Entertainment, and Guest Services—to ensure alignment of messaging and prioritization of initiatives. The Specialist oversees campaign implementation, monitors performance metrics, and provides actionable insights to enhance segmentation, personalization, and overall program effectiveness.

Responsibilities

• Partner with key stakeholders across guest revenue, operations, and merchandising teams to develop, prioritize, and execute the booked guest email and app notification strategy.
• Oversee the implementation of outbound email and app notifications, leveraging in-house creative, development, and operations teams.
• Provide timely, comprehensive reporting on program performance to key internal partners—including guest commerce, operations, trade marketing, business intelligence, and merchandising.
• Deliver clear, actionable insights that strengthen segmentation, personalization, and overall communication strategy to maximize guest engagement and revenue.
• Analyze and present key communication KPIs such as email performance, traffic, revenue, and operational metrics, emphasizing data-driven decision-making to optimize results and achieve business goals.
• Support leadership in implementation of outbound email and app notifications, leveraging in-house creative, development, and operations resources.
• Monitor and analyze key performance indicators—including email engagement, traffic, revenue impact, and operational metrics—to identify trends and optimize campaign effectiveness.
• Maintain the pre-cruise and onboard communication calendars to ensure timely delivery of all guest notifications.
• Ensure flawless delivery through QA, rendering checks, and data validation.
• Actively participate in team meetings to brainstorm new ideas, test emerging technologies, and refine campaign strategies.
• Collaborate on optimization initiatives and A/B testing concepts (subject lines, creative, send time, and personalization) to improve response rates and marketing ROI, ensuring the program remains agile and competitive.
• Support BG merchandising manager and personalization manager on marketing initiatives.

Requirements

• Bachelor's Degree - Marketing
• 2+ years experience in marketing, marketing automation, or email communication
• Excellent communication and presentation skills with a thorough understanding of how to communicate effectively in direct marketing channels
• Experience working in a corporate environment that required planning amongst cross-functional business units
• Ability to analyse results to help make program enhancements over time
• Understanding of creative process to implement email programs
• Ability to be both a team player and individual performer.
• Advanced proficiency in the MS Office Suite, Power Point, Excel ESP providers like Exact Target, Mailchimp.

Nice-to-haves

• Experience with travel industry preferred

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
• 401(k) plan that includes a company match
• Employee Stock Purchase plan
• 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.
• 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.
• 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.
• 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