Manager, Digital Marketing Lifecycle

The Ritz-Carlton Yacht Collection is an exciting extension of the Ritz-Carlton brand - redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of The Ritz-Carlton Yacht Collection your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day.

The Gold Standards are the foundation of The Ritz-Carlton. It is our philosophy and the standards which set us apart in our industry. This philosophy has earned The Ritz Carlton an enviable reputation as a global brand leader in instilling the very highest company values and culture across the organization. The Gold Standards are at the heart of that culture and consist of the following elements:

• The Credo
• Motto
• Three Steps of Service
• Service Values
• The 6th Diamond
• The Employee Promise

THE CREDO

The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal services and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

THE MOTTO

Service at The Ritz-Carlton Yacht Collection is an extension of The Ritz-Carlton motto - "We are Ladies and Gentlemen serving Ladies and Gentlemen."

This motto exemplifies the anticipatory service provided by all Ladies and Gentlemen.

The Ritz-Carlton Yacht Collection experience will be creating exceptional meaningful journeys that will redefine luxury at sea. With unparalleled hospitality that begins the second a guest reserves an experience, the Ladies and Gentlemen of the Ritz-Carlton Yacht Collection will deliver a level of service that has no equal, providing guests with gracious anticipated hospitality throughout every moment of their stay.

THREE STEPS OF SERVICE

1. A warm and sincere greeting. Use the guest's name.
2. Anticipation and fulfillment of each guest's needs.
3. Fond farewell. Give a warm good-bye and use the guest's name.

OUR SERVICE VALUES

1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

THE SIXTH DIAMOND

Mystique

Emotional Engagement

Function

THE EMPLOYEE PROMISE

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

We invite you to explore The Ritz-Carlton Yacht Collection.

Job Summary

The Digital Marketing Manager, Lifecycle will captivate both past and prospective guests and nurture their interest through each stage of their journey both before and after reserving a voyage with The Ritz-Carlton Yacht Collection. This role will utilize our CRM, data partners, email marketing platform (Salesforce Marketing Cloud) and analytics systems to identify relevant segments, implement appropriate messaging strategy, optimize programs and deliver reporting on our email marketing efforts. This includes developing testing strategies to continually improve against relevant KPIs and disseminating those learnings to relevant stakeholders throughout the business. As the leader of our email marketing discipline, this role will be responsible to workflow, produce and deploy emails, as well as mapping customer journeys to implement with assistance from third party platform experts as required. This position also requires creative acumen, overseeing group ideation sessions, completing email creative briefs and actioning feedback as appropriate. In keeping with the cross-functional nature of our digital marketing team, this position will also support ladies and gentlemen responsible for analytics, social media, paid digital advertising and digital product management.

Essential Functions

• Own our email marketing discipline, including automated email marketing programs
• Report on activities across email marketing and other relevant digital marketing channels
• Support company's CRM database growth and development including contacts, tasks and marketing automation platform data integration
• Oversee creative brief development for internal and external teams to maintain consistent, effective email marketing collateral
• Analyze and evaluate lead nurturing and conversion processes
• Execute research projects on target segments, including geographic and demographic strategies
• Conduct consistent competitive analysis and monitor industry trends
• Work with data partners to solicit information to execute and optimize customer journeys while maintaining compliance with relevant regulations and company policies
• Originate new ideas to help drive sales and engagement in the digital ecosystem
• Work closely with internal departments to ensure RCYC brand is communicated correctly and consistently in all digital marketing channels

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

Education: BA or equivalent experience required

Experience: At least 5 years' experience in digital marketing, with a focus on email marketing. Travel/hospitality industry experience preferred.

Skills:

• Experience identifying and strategically messaging to CRM segments
• Understanding of enterprise-level email marketing platforms, including marketing automation capabilities
• Strong knowledge of dynamic email marketing
• Email production experience, including relevant HTML skills
• Excellent organizational and follow-up skills
• Outspoken advocate of guests' digital experience interests
• Strong writing and grammar skills, proofreading abilities, copywriting abilities
• Detail and deadline oriented
• Team player
• Self-starter, able to function with little supervision, high-energy
• Experience with Google Analytics
• Tableau experience a plus
• Salesforce Marketing Cloud experience a plus

Supervisory Responsibilities

N/A

Key Performance Indicators

• Meet email-origin lead goals per marketing plan
• Meet identified goals per segment (e.g. survey completion, data collection, program awareness)
• Maintain and improve email open rate, click-through rate and unsubscribe rate per segment
• Workflow assets through each step of development process on deadline per established timeline

Work Environment

This is a hybrid position, working at least 2 days a week from our Fort Lauderdale office. The office environment is typical, with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Occasional overnight travel may be required.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is fulltime and frequently requires working additional time outside of normal business hours.