Manager, Loyalty Member Support

The Manager, Loyalty Member Support is the connective tissue between the Carnival Rewards program and the teams who interact with members every day. This role owns how contact center agents, guest services, guest care and shipboard teams are trained, equipped and supported on the loyalty program, and owns the feedback loop that converts what those teams hear from members into prioritized fixes, clearer policy and better member outcomes. The role builds and maintains the loyalty training curriculum, the agent-facing knowledge base and the documented policy for exception handling, and acts as the senior loyalty subject-matter expert for complex member escalations. This is a pre-approved role reflecting the consolidation and upgrade of loyalty support responsibilities into the Loyalty organization.
Essential Functions:
Training, Enablement & Knowledge Management: Own the loyalty training curriculum across new-hire onboarding, recurring refreshers and change training tied to each platform release, including build, delivery and post-change certification. Own the agent-facing knowledge estate — knowledge articles, FAQs, macros and decision trees — ensuring content is accurate, current and aligned with self-service content published to members. Maintain the training calendar and readiness materials for contact center, guest services, guest care and shipboard audiences.
Escalation Support & Exception Policy: Act as the tier-2 loyalty expert for complex member cases, resolving issues and documenting resolution patterns for reuse by frontline teams. Define, document and maintain policy for common exception scenarios including status upgrades, manual point adjustments and tier disputes, together with the approval thresholds and audit trail for each. Monitor exception volume and patterns for process gaps, inconsistency or misuse and recommend corrective action.
Voice of the Member & Continuous Improvement: Own the feedback loop from frontline teams into the loyalty organization — capture recurring themes from contacts and verbatims, quantify member and operational impact, and present a prioritized issue list into the Loyalty Technology intake process. Track resolution of submitted items through to closure and communicate outcomes back to the frontline so teams see the result of what they raised.
Performance Monitoring, Quality & Readiness: Monitor loyalty contact drivers, handle time, first-contact resolution and member satisfaction, identifying root causes and driving targeted interventions. Serve as the loyalty subject-matter expert in QA calibration sessions with contact center leadership. Lead loyalty support readiness for launches, releases and peak periods, including readiness checklists, war-room coverage and daily issue digests during critical windows.
Knowledge, Skills & Abilities:
Scope: The Manager, Loyalty Member Support determines whether the people representing Carnival Rewards to members are actually equipped to do so. This role carries responsibility for training quality, knowledge accuracy, exception policy consistency and the speed with which frontline-identified problems reach the teams who can fix them. Success depends on credibility with operational leaders across shoreside and shipboard environments and on the ability to influence without direct authority.
Problem solving: Frontline teams surface issues that are ambiguous, urgent and often member-visible. This role must quickly determine whether an issue is a training gap, a policy gap, a content error or a genuine platform defect, and route it correctly. Requires sound judgment on exception decisions where the documented policy does not cleanly apply and the member outcome matters.
Impact: Inconsistent or poorly informed frontline handling erodes member trust faster than almost any other failure mode in a loyalty program. This role directly influences first-contact resolution, avoidable contact volume, member satisfaction and the operational cost of supporting the program across a 29-ship fleet and all shoreside service channels.
Leadership: Operates as a leader through influence rather than headcount, setting standards and driving adoption across contact center, guest services, guest care and shipboard teams. Is the recognized loyalty authority for those audiences and is expected to represent the member's perspective credibly in cross-functional forums.
Essential/Minimum Qualifications:
5+ years in contact center operations, guest care, training and development or member/customer experience, with loyalty program exposure strongly preferred.
Demonstrated ability to build training content and knowledge assets from scratch, not solely deliver existing material.
Strong command of contact center metrics and the ability to use them to build a case for operational change.
Excellent written communication — agent-facing and member-facing content must be unambiguous and accurate.
Proven ability to influence without authority across operations, technology and shipboard teams.
Bachelor's degree in Business, Communications, Hospitality or related field, or equivalent experience. Cruise or hospitality operations experience a plus.
Essential Experience Required:
Experience developing and deploying SOPs, training curricula and operational playbooks across multi-site or multi-channel environments.
Experience serving as an escalation point for complex customer or member issues.
Experience designing and governing exception or discretionary-adjustment policy with defined approval thresholds.

Skills
Onboarding

Experience
5+ yrs