At a Glance
- Tasks: Lead CRM strategy and customer engagement for P&O Cruises and Cunard.
- Company: Join a vibrant community at Carnival UK, where work-life balance is valued.
- Benefits: Enjoy competitive salary, annual bonus, and extensive learning opportunities.
- Other info: Hybrid work model with a supportive culture and exciting office events.
- Why this job: Make a real impact on customer experiences and drive commercial success.
- Qualifications: Extensive CRM leadership experience and strong team management skills.
The predicted salary is between 66150 - 80850 £ per year.
Job Description
The AVP, CRM is accountable for maximising customer lifetime value through data-driven, personalised and orchestrated customer engagement for both P&O Cruises and Cunard.
Reporting to the Chief Commercial Officer, the role is accountable for CRM strategy, customer data activation, lifecycle marketing and personalisation, ensuring the right message, offer and experience reaches the right customer at the right time across owned channels.
The role plays a central leadership role in scaling Carnival UK's marketing technology ecosystem, notably Salesforce and Adobe Experience Platform, to enable a single, actionable view of the guest.
- Key Accountabilities
- Lead and define the CRM and customer engagement strategy across the full guest lifecycle, including prospect nurture, pre-cruise, onboard, post-cruise and repeat booking activity.
- Lead the activation of customer data to deliver personalised communications and experiences at scale across owned channels, driving engagement, conversion and loyalty.
- Serve as the centre of excellence for the CRM marketing technology ecosystem, including Salesforce and Adobe Experience Platform, defining the vision, roadmap and prioritisation of use cases.
- Build and lead a high-performing CRM function while providing enterprise leadership across brands, functions and markets to drive CRM transformation and commercial performance.
Essential Experience Required
- Extensive senior leadership experience within CRM (ideally Salesforce), lifecycle marketing or customer marketing in a large, complex organisation.
- Proven ownership of CRM strategy, operating models and large-scale performance outcomes.
- Demonstrable experience driving commercial impact and customer value through CRM activity.
- Proven leadership of senior managers and multi-disciplinary teams.
- Strong experience influencing Executive Leadership Teams and senior commercial stakeholders.
- Experience operating within regulated environments, with responsibility for governance, risk and compliance.
Why Join Us?
Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK04, offered as a full time position, on a permanent basis, with an offering of hybrid work including up to two days from home.
Read our employee experience guide to learn more about life as a Carnival UK colleague here.
We're more than just a holiday company; we're a community that values work-life balance, personal growth, and wellbeing. As part of our team, you'll enjoy:
- Annual bonus
- Employee Shares Plan
- Minimum 25 days leave, bank holiday allowance and holiday trading scheme
- Contributory Defined Contribution Pension scheme
- Employee Discounted Cruising plus Friends and Family offers
- A friendly welcome with help settling in
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers
- Extensive learning and development opportunities
- Employee-led networks
- Employee Assistance and Wellbeing programmes
- Recognition scheme with prizes and awards
- Company paid private medical and dental insurance and health assessment
- In-house Occupational Health help and access to digital GP
- Life Assurance
- Parental and adoption leave
- Electric Car and Cycle to Work schemes
- Onsite restaurant offering range of healthy cooked and grab and go meals
- Discounted retail and leisure via discounts portal
- Recruitment Journey
For more information on your recruitment journey, please visit our Candidate Journey Map.
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- #Job Functions: Business Development; Product Management; Sales;
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CRM AVP in Southampton employer: Carnival UK (P&O Cruises & Cunard)
Carnival UK offers an exceptional work environment in Southampton, where innovation and mentorship are at the forefront of our dynamic team culture. As a Senior Director, you'll not only lead in electrical and automation safety but also enjoy extensive opportunities for professional growth and development within a globally recognised company. Our commitment to employee well-being and collaboration with industry leaders makes us an attractive employer for those seeking meaningful and rewarding careers.
Contact Details:
Carnival UK (P&O Cruises & Cunard) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land CRM AVP in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carnival UK (P&O Cruises & Cunard). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carnival UK (P&O Cruises & Cunard) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM AVP in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carnival UK (P&O Cruises & Cunard):Your cover letter is your chance to shine! Tell us why you want to work at Carnival UK (P&O Cruises & Cunard) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carnival UK (P&O Cruises & Cunard)!
How to prepare for a job interview at Carnival UK (P&O Cruises & Cunard)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
