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Senior Specialist, CRM & Sales Systems Product OwnerHolland America • Doral, Florida, United States
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Senior Specialist, CRM & Sales Systems Product Owner

Holland America
  • US
    Doral, Florida, United States
  • US
    Doral, Florida, United States
Apply Now

About

The CRM & Sales Systems Product Owner Senior Specialist is responsible for platforms and technical tools to support trade sales channel growth, efficiency and partner engagement/NPS. The role is responsible for supporting the Loyalty Rocks Reward Program, Oracle Sales Cloud and Salesforce Marketing Cloud and also has responsibility for supporting launch and adoption of new/additional sales enablement tools as determined by leadership in the future.
Essential Functions
Support product roadmaps for tools under responsibility: Responsible for working with vendors to implement vision for the tools and programs under management. Leverages input from sales team and travel agent customers to refine roadmap to ensure products are meeting customer priorities. Works with teams to provide business input and review product development across technical development, customer training, documentation needs, etc. Supports managers to oversee the implementation of features within the applications (ie Oracle Sales Cloud), including end to end user acceptance testing (UAT) testing to validate reporting accuracy and expected functional behavior.
Coordinates Carnival IT development needs and prioritization: Works with Carnival IT as needed to deliver on product roadmaps including single sign-on efforts, integration with Carnival apps, testing etc. Acts as primary liaison with both DTS and Mainframe IT teams when needed to ensure that Sales and Trade Marketing customer business needs are accurately represented in the IT development cycle.
Supports Overflow efforts for GoCCL Scrum Teams: Supports Sales Enablement team colleagues as needed during peak efforts for GoCCL.com development to support overflow efforts for 3 GoCCL scrum teams and their roadmap and product pipeline. Responsibilities may include representing business team in Scrum meetings, providing input on requirements gathering, participating in roadmap discussions etc.
Develop and maintain documentation and user training materials: Provides content to support end-user training to ensure adoption + policies/procedures and technical detailed designs as needed. Delivers end-user training to sales team as needed to drive adoption.
Key contact for vendor relationships: Provides inputs on system performance, customer engagement etc. to guide vendor negotiations, supports system issue resolution with relevant vendors/partners, works with vendors to deliver program expansion needs, supports managers in collecting new vendor research as needed. Acts as Carnival's voice in day-to-day vendor discussions, status meetings etc to ensure Carnival is well represented.
Budget support: Provides invoice tracking and monitors spending for all tools under their supervision. Responsible for invoice accuracy (eg reward points) and for managing to/below assigned budget each year.
Knowledge, Skills & Abilities
Scope: Role is responsible for supporting key business tools/applications that drive success of the Carnival trade sales teams and support engagement/NPS of trade partners. Specialists have relationship responsibilities for key software partners and represents Carnival with high-value brand partners including Oracle and Salesforce.
Problem solving: This role involves prioritization of business and technical priorities. Role requires collecting user feedback and performance metrics to support delivery of strategic plans.
Impact: Role impacts the North American trade sales organization and daily operations of key functions including portfolio management, email marketing and GoCCL.com website content.
Leadership: No direct reports. Strong level of influence and collaboration with colleagues in Trade Sales, Trade Marketing and Carnival IT.
Qualifications
Bachelors degree in MIS, Business, Computer Science or related field.
5+ years experience
IT management and Business Analysis skills
Experience working in a business/product owner role
Vendor management experience with large/complex brands
Expert project management skills
Ability to handle multiple tasks, meet deadlines, and focus on detailed projects for extended periods of time
Excellent verbal and written communication skills
Comfort working with diverse skills and senior team members
Travel Less than 25% with shipboard travel likely
Work Conditions Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
This position is classified as “in-office.” As an in‑office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.
Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:
Health Benefits:
Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability coverage
Financial Benefits:
401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off:
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part‑time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year. Part‑time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Other Benefits:
Complementary stand‑by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On‑site Fitness center at our Miami campus
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  • Doral, Florida, United States

Languages

  • English
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