Senior Manager, Personalization

Senior Manager, Personalization

As our Senior Manager of personalization, you will be focused on setting the vision for personalization across all Viking touchpoints. You will play a pivotal role in enhancing the customer journey through the use of cutting-edge tools and technologies. You will be responsible for leveraging the newly implemented Adobe suite of tools, specifically Adobe Real-Time CDP, Adobe Journey Optimizer, and Adobe Target, to create a highly personalized experience across channels (web, email, mobile, digital ads, call center). This role requires a deep understanding of 1:1 personalization, segmentation, next best action, A/B testing, clickstream data, multi-variant testing, and the ability to lead and own the development of a comprehensive personalization roadmap.

THIS POSITION IS LOCATED IN WOODLAND HILLS, CA. HYBRID WORK SCHEDULE UP 3 DAYS PER WEEK.

Duties/Responsibilities:

• Personalization Strategy: Develop and execute a comprehensive personalization strategy for Viking’s customer touchpoints, aligning it with overall business objectives and customer journey enhancement goals.
• Adobe Utilization: Leverage Adobe Real-Time CDP, Adobe Journey Optimizer and Target to implement personalization tactics, ensuring that the customer experience is tailored to individual preferences and behaviors.
• Segmentation: Define and implement customer segmentation strategies to target specific audience groups with personalized content, offers, and recommendations.
• Testing and Optimization: Plan and execute A/B tests, multi-variant tests, and other testing methodologies to continuously optimize personalization efforts, ensuring they align with KPIs and customer satisfaction metrics.
• Cross-functional Collaboration: Collaborate closely with cross-functional teams, including designers, developers, data analysts, and marketing teams, to implement personalization initiatives effectively.
• Data Driven: Be able to leverage qualitative & quantitative data to account for customer preferences, behaviors, and trends, and translate them into actionable strategies and use cases/journeys for personalization.
• Documentation and Reporting: Maintain clear documentation of personalization strategies, tests, and results, and provide regular reports to stakeholders on the effectiveness of personalization efforts.
• Stay Current: Stay up-to-date with industry trends, emerging ML/AI based technologies, and best practices in personalization to ensure Viking Cruises remains at the forefront of digital innovation.

Required Skills/Abilities:

• Bachelor's degree in a relevant field; a master's degree is a plus.
• 7+ years of related experience with a strong focus on personalization. Pervious experience as a Senior Manager preferred. 
• Proficiency in Adobe suite of tools
• Strong understanding of customer segmentation, A/B testing, and multi-variant testing.
• Exceptional analytical and data-driven decision-making skills.
• Excellent communication and collaboration skills.
• Ability to lead cross-functional teams and drive initiatives to completion.
• Passion for delivering exceptional digital experiences to customers.
• Experience at consumer-focused brands is a plus.

What We Offer You:

• Highly competitive compensation plan.
• Salary range $150,000-$167,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
• Employees are eligible for annual discretionary bonus.
• 401(k) plan with company match.
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.