Loyalty Manager

We’re hiring: Loyalty Manager in Madrid, Spain.

At Aqua Expeditions, we are passionate about providing exceptional levels of service to our guests. We take pride in pampering our guests and ensuring that their time with us creates a trip of a lifetime. The Aqua experience is carefully curated by a team of talented individuals — from onboard crew to reservations staff — who work behind the scenes to guarantee smooth sailing. We are always on the lookout for new team players who share our passion and expertise, to ensure a worldclass travel experience. If this sounds like you, apply now and be part of our extraordinary voyage!

OUR VISION: To create and deliver unique and authentic onceinalifetime experiences so that our guests can have enriching memories to cherish for a lifetime.

OUR MISSION: Aqua Expeditions offers customized luxury travel experiences aboard vessels of elegant, contemporary design, centered around immersive culture and wildlife excursions unique to each location, awardwinning cuisine by renowned chefs, personalized guest service, and a commitment to community, sustainability and preservation.

4 CORE VALUES:

A: We value AUTHENTICITY, believing in the unique talents of each individual and the importance of integrity.

Q: We aim for QUALITY, emphasizing a serviceoriented approach and shared knowledge.

U: We believe in UNITY, and prioritize effective teamwork.

A: We hold deep ADMIRATION and respect for our environment, collaborating closely with local communities to foster responsible practices that protect and conserve nature.

Sounds great – what’s the role in a nutshell?

Aqua Expeditions is seeking a dynamic Loyalty Manager to lead the Trade Loyalty and Guest Loyalty Programs. This newly created position will be instrumental in driving repeat sales and fostering longterm relationships with both our trade partners and guests. The Loyalty Manager will oversee all aspects of the programs, including project enhancements with technical partners, creating and implementing engagement strategies, and ensuring seamless coordination between various teams. The successful candidate will work to enhance both programs with the goal of maximizing performance, increasing engagement, and optimizing sales.

KEY RESPONSIBILITIES:

1) Trade Loyalty Program Management:

• Manage and oversee the Trade Loyalty Program, ensuring efficient partner support, rewards management, and platform enhancements in collaboration with the Sales, Inside Sales, Reservations, CRM and technical teams.
• Develop and execute engagement strategies to boost trade partner registration, activation, and performance, driving repeat sales and loyalty.
• Provide actionable insights to the Sales Team to drive partner engagement and increase sales, identifying opportunities to expand and optimize the program.
• Track and analyze KPIs, budget, and costs, ensuring monthly performance reports are delivered to the Executive Committee.
• Collaborate with technical partners to implement enhancements to the Trade Loyalty program, ensuring it evolves to meet the needs of partners and drives higher engagement.

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  2) Guest Loyalty Program Management:

  • Oversee and manage the Guest Loyalty Program, working closely with Marketing, Sales, Reservations, Operations and CRM to create personalized engagement strategies that drive repeat guest bookings.
  • Lead the project enhancement of the Guest Loyalty Program in collaboration with technical partners to improve the platform and maximize guest satisfaction.
  • Implement datadriven campaigns to foster repeat sales, ensuring guests remain engaged with Aqua Expeditions through rewards, personalized benefits, and incentives.
  • Work with the Marketing Team, including Content and Creative to optimize guest communications, increasing loyalty and driving revenue growth.

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    3) Customer and Client Engagement and Insights:

    • Enhance guest and trade partner engagement through creative, personalized campaigns designed to increase lifetime value and repeat sales in collaboration with Marketing, Sales, Reservations and Operations
    • Monitor the success of loyalty campaigns and report findings, recommending adjustments based on datadriven insights.
    • Provide strategic insights into the performance of the Trade and Guest Loyalty Programs, continuously improving upon the structure to maximize ROI.

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      4) Global Benefits Management:

      • Manage and optimize the global loyalty benefits structure, ensuring it aligns with Aqua Expeditions’ goals and is appealing to designated audiences.
      • Coordinate guests’ loyalty benefits across the fleet in collaboration with Country Managers, Cruise Directors, and key Operations stakeholders.
      • Coordinate trade benefits in the CRM in collaboration with Sales Managers and Directors and in alignment with the global benefit strategy.

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        REQUIREMENTS:

        • 5+ years of experience in marketing, loyalty, or CRM, ideally within the travel, hospitality, or luxury industries.
        • Strong expertise in loyalty program management and loyalty strategies.
        • Demonstrated success in driving repeat sales through engagement, personalization, and relationshipbuilding.
        • Proven experience working with CRM platforms (e.g., Zoho, Salesforce) and email marketing platforms.
        • Outstanding communication skills (written and verbal), with the ability to engage stakeholders at all levels.
        • Strong project management skills, with the ability to manage multiple initiatives and collaborate across global teams.
        • Excellent analytical and reporting skills, with a focus on datadriven decisionmaking.
          
          

        • PREFERRED QUALIFICATIONS:

          • Experience working with technical partners to implement program enhancements and platform updates.
          • Ability to work remotely, while maintaining excellent communication and alignment with global teams across different time zones.
          • Fluency in both English and Spanish is a plus, proficiency in French is appreciated.

          • ADDITIONAL INFORMATION:

            • Experience working with technical partners to implement program enhancements and platform updates.
            • Ability to work remotely, while maintaining excellent communication and alignment with global teams across different time zones.
            • Fluency in both English and Spanish is a plus; proficiency in French is appreciated.