Senior Specialist, CRM & Sales Systems Product Owner

Carnival Cruise Line is seeking a Senior Specialist to own and evolve the CRM and sales systems that support the company’s trade sales channel growth, efficiency, and trade partner engagement and NPS. This role helps drive adoption for tools used by trade teams, with responsibilities spanning product roadmap support, vendor collaboration, user acceptance testing, and training materials across Oracle and Salesforce platforms.

As the product owner senior specialist, you’ll partner closely with sales teams, travel agent customers, and internal IT groups to ensure priorities are reflected in delivery, including single sign-on and integrations that support day-to-day trade sales operations.

What you’ll do

• Support product roadmaps for the tools and programs under responsibility, including working with vendors to implement the vision for managed capabilities.
• Use input from the sales team and travel agent customers to refine the roadmap so products align with customer priorities.
• Collaborate with cross-functional teams to provide business input and review product development, including technical development, customer training, and documentation needs.
• Support managers in overseeing feature implementation in applications such as Oracle Sales Cloud, including end-to-end user acceptance testing (UAT) to validate reporting accuracy and expected functional behavior.
• Coordinate Carnival IT development needs and prioritization to deliver on roadmaps, including efforts such as single sign-on, integrations with Carnival apps, and testing.
• Serve as a primary liaison with DTS and Mainframe IT teams to ensure Sales and Trade Marketing customer business needs are represented in the IT development cycle.
• Support overflow efforts for GoCCL Scrum Teams by assisting Sales Enablement colleagues as needed during peak GoCCL.com development cycles, including support for 3 scrum teams’ roadmaps and product pipeline.
• Contribute to Scrum activities as appropriate, including representing the business team, providing input on requirements gathering, and participating in roadmap discussions.
• Develop and maintain documentation and user training materials, including content for end-user training to drive adoption, along with policies and procedures and technical detailed designs as needed.
• Deliver end-user training to the sales team as needed to increase adoption of supported systems and tools.
• Act as a key contact for vendor relationships by providing inputs on system performance and customer engagement, supporting issue resolution with relevant vendors and partners, and guiding vendor negotiations and program expansion needs.
• Provide budget support through invoice tracking and monitoring spending for all tools under supervision, including responsibility for invoice accuracy (for example reward points) and staying within the assigned annual budget.

Key systems and tools

• Oracle Sales Cloud
• Salesforce Marketing Cloud
• Loyalty Rocks Reward Program
• GoCCL.com
• Single sign-on
• Scrum

Qualifications

• Bachelor’s degree in MIS, Business, Computer Science, or related field
• 5+ years of experience
• IT management and business analysis skills
• Experience working in a business/product owner role
• Vendor management experience with large and complex brands
• Expert project management skills
• Ability to manage multiple tasks, meet deadlines, and focus on detailed projects for extended periods
• Excellent verbal and written communication skills
• Comfort working with diverse skills and senior team members

Location and travel

• Location: Miami, FL (onsite)
• Travel: Less than 25% with shipboard travel likely

Benefits

• Cost-effective medical, dental, and vision plans
• Employee Assistance Program and other mental health resources
• Company-paid term life insurance and disability coverage
• 401(k) plan with company match
• Employee Stock Purchase plan
• Paid Time Off: 8 company-wide holidays plus 2 floating holidays for full-time and part-time with benefits employees
• Vacation time: 14 days/year for full-time employees at manager and below; 19 days/year for director and above
• Sick time: 80 hours each year for full-time employees
• Complementary stand-by cruises, employee discounts on confirmed cruises, and special rates for family and friends
• Personal and professional learning and development resources including tuition reimbursement
• On-site fitness center at the Miami campus

Work classification and schedule

• Classified as in-office: work from a designated Carnival office in South Florida Monday through Thursday
• Employees may work from home on Fridays
• Candidates must be located in, or willing to relocate to, the Miami/Ft. Lauderdale area