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CRM Optimisation Analyst

Posted: 18 Feb 2020 Closes: 2 Mar 2020
Southampton Competitive
Permanent & Full-time carnival-uk/20200218184258

An exciting opportunity has arisen for a highly capable CRM Insight Analyst to join the Strategy & Data department here at Carnival UK and support the CRM and Digital Analytics team in engaging an Insight hungry business and ensuring we create unforgettable holiday happiness for our guests.


We have big plans for the future and our industry is ripe for innovation. With 3 new ships on the horizon, our business is growing rapidly. As both the market and customer needs evolve, we have a need to be future-proofed and to understand these changes so as to make better long term business decisions. Be part of the journey and help to shape the future of our business!

The Role

As a CRM Insight Analyst, you will be responsible for analysing CRM campaign performance ad all communications that contribute to the guest life cycle. You will contribute to the set up and monitoring of KPIs, work with the brand teams to ensure that campaign and journey planning is executed with reporting in mind but with the guest at the heart. You will be the first point of support for the CRM and hourney brand teams to problem solve, innovate, and enhance business plans. You will use proven methodologies to identify areas for improvement and opportunities to enhance the guest journey through inspiration, selection, buying and remembering their holiday in order to improve NPS, our ticket yield and cross sale of on-board product.

This is a key role within our business as it directly contributes to the higher business strategy and the commercial solutions.

Please see the job description attached for all of the full details!

About You

We expect you to have an analytical mind, limitless curiosity, and the ability to keep the guest at the heart of everything you do. Experience in manipulating data and creating reports using vlookups, pivot tables and other advanced formulas will allow you to maximise the data from our Single Customer View. You will be confident in interpreting complex data and making concise business recommendations based on relevant marketing insights.

You will possess exceptional communication and interpersonal skills with a great ability to engage with stakeholders at all levels and adapt communication style and approach as necessary. You will have a positive, enthusiastic ‘can do’ attitude and naturally enjoy fact finding, assessing and analysing data and working out what is at the heart of an issue.

This is an amazing opportunity for someone passionate about data, people, and a drive to show how both can revolutionise our customer experiences.

About Us

This position has been levelled at CUK 09.

One of our core organisational values is that we are 'better together' and that’s why we’re working hard to build a flexible and inclusive culture; where difference is respected and valued and where our people can be themselves. Inclusivity is at the heart of everything we do so we welcome applications from everyone. We do not discriminate on the basis of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership and pregnancy & maternity.

Carnival UK is the operating company for P&O Cruises & Cunard. We provide unforgettable holiday experiences and operate a winning culture to achieve standout success.

Our Cunard ships have been defining sophisticated ocean travel for over 175 years. Our ships have always been The Most Famous Ocean Liners in the World.  We continue our legacy of luxury ocean travel with our flagship Queen Mary 2, Queen Victoria and Queen Elizabeth, with Queen Mary 2 providing the only regularly scheduled transatlantic service between Southampton and New York. In 2022 our fourth Queen will join our Cunard fleet.

P&O Cruises has seven ships, including our flagship Britannia which joined our fleet in March 2015.  Our two new ships, the largest in the UK market, will join the fleet in 2020 and 2022, meaning we can offer more experiences tailored to British tastes - combining genuine service, a sense of occasion and attention to detail, ensuring passengers have the holiday of a lifetime, every time.

It takes great passion and real dedication to maintain our position at the top. That’s why extraordinary, passionate people are at the heart of our journey delivering the highest standards to our valued customers. With support to help you reach your potential, attractive company benefits and incredible employee offers on discounted cruises we want your career with us to be successful and fun. 

Join us on our journey, apply now. 

CRM Insight Analyst JD  

Carnival UK

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