Senior Manager, Onboard Marketing

Holland America Line is hiring a Senior Manager, Onboard Marketing to lead fleet-wide guest-facing communications and onboard marketing. The role oversees onboard marketing teams, aligns messaging across shipboard and shoreside functions, and develops initiatives that improve guest engagement and support revenue growth.

Responsibilities:

• Lead the strategy, governance, and execution of all guest-facing communications across the Holland America Line fleet, ensuring consistency, accuracy, and alignment with brand standards. Establish communication frameworks that support a seamless guest experience across all voyage touchpoints, including printed materials, digital channels, signage, collateral, menus, and onboard publications. Define priorities, processes, and quality standards that enable consistent execution across multiple vessels. Partner with shipboard and shoreside stakeholders to evaluate communication effectiveness and identify opportunities for enhancement. Ensure messaging supports operational objectives while strengthening guest engagement throughout the cruise journey. Monitor emerging trends, guest expectations, and business needs to continuously evolve communication strategies. Drive accountability for communication excellence across all onboard guest touchpoints
• Provide leadership, direction, and oversight for onboard marketing personnel across the fleet, including responsibility for workforce planning, hiring, onboarding, training, coaching, performance management, and succession planning. Establish clear expectations and operational standards that promote accountability and high performance. Ensure continuous onboard coverage and effective resource allocation to support fleet requirements and business priorities. Foster a culture of collaboration, innovation, learning, and continuous improvement among onboard teams. Develop team capabilities through ongoing feedback, mentoring, and professional development opportunities. Partner with shipboard leadership to address operational challenges and ensure alignment with organizational goals. Create an environment where team members are empowered to deliver exceptional results and contribute to business success
• Partner with Sales, Marketing, Guest Experience, Revenue, and Shipboard Operations teams to ensure alignment between pre-cruise communications and the onboard guest experience. Develop integrated communication strategies that support guest engagement throughout the customer journey, from booking through disembarkation. Identify and resolve communication gaps that impact the guest experience or operational execution. Serve as a key liaison between shipboard and shoreside teams to ensure consistency of messaging and priorities. Collaborate with stakeholders to launch new programs, campaigns, and initiatives that support business objectives. Drive cross-functional decision-making and effective execution of marketing priorities across the fleet. Ensure communications reflect evolving guest needs and organizational goals
• Lead the development and implementation of onboard marketing initiatives that enhance guest participation and support revenue growth objectives. Partner with Revenue and commercial teams to identify opportunities to promote onboard products, services, and experiences through targeted communication channels. Evaluate the effectiveness of marketing programs using guest feedback, operational data, and business performance metrics. Recommend strategies that improve visibility, engagement, and conversion across key revenue-generating areas. Prioritize initiatives that maximize business value while maintaining a positive guest experience. Support the successful deployment of promotional campaigns across multiple vessels. Ensure marketing efforts align with both commercial goals and brand expectations
• Leverage guest insights, operational feedback, and business data to identify opportunities that enhance communication effectiveness and improve the overall guest experience. Lead the evaluation, development, and implementation of new tools, processes, and marketing approaches that support strategic objectives. Establish performance measures and reporting mechanisms to assess program effectiveness and inform decision-making. Collaborate with internal stakeholders to pilot, refine, and scale innovative solutions across the fleet. Drive continuous improvement efforts that increase operational efficiency, guest satisfaction, and business performance. Anticipate changing market conditions and evolving guest expectations to ensure organizational readiness. Champion best practices and a culture of innovation throughout the onboard marketing function

Requirements:

• The ideal candidate possesses strong leadership, stakeholder management, strategic planning, and operational execution skills, along with experience leading complex cross-functional initiatives within hospitality, travel, leisure, or consumer-focused environments
• Bachelor's degree in Marketing, Business Administration, Communications, Hospitality Management, or a related field
• 5+ years of progressively responsible experience in marketing, guest communications, hospitality, travel, cruise, tourism, or a related customer-focused industry
• Demonstrated experience leading teams and managing people in a multi-site, operational, or complex business environment
• Experience developing and executing integrated marketing, communications, or guest engagement strategies
• Proficiency with Microsoft Office Suite and business systems used for communication, reporting, and performance analysis
• Experience leading marketing, communications, guest experience, or commercial programs across multiple locations, business units, or operational environments
• Demonstrated success managing and developing professional teams, including hiring, onboarding, coaching, performance management, succession planning, and employee development
• Experience establishing standards, processes, and operating procedures that drive consistency, efficiency, and quality across a broad organization
• Proven ability to collaborate and influence stakeholders across multiple functions, including operations, sales, revenue, marketing, guest experience, and senior leadership teams
• Experience utilizing guest feedback, business performance metrics, market trends, and operational data to develop strategies, solve complex business challenges, and improve results
• Demonstrated ability to manage multiple priorities simultaneously while balancing guest experience, operational requirements, brand standards, and commercial objectives
• Experience leading continuous improvement initiatives and driving organizational change through the implementation of new processes, technologies, programs, or business practices
• Strong strategic planning, project management, communication, and decision-making skills with the ability to deliver results in a fast-paced, customer-centric environment