Carnival UK
2017-21
Role
Senior Product Marketing Manager
Product Type
Digital
Industry
Hospitality
Overview
In my role at Carnival UK, I spearheaded the product marketing strategy with a strong focus on digital transformation, significantly enhancing brand visibility and user engagement through innovative technology.
Driving App Adoption and Partner Engagement
I spearheaded efforts to drive app adoption, which resulted in increased guest engagement and a surge in revenue transacted through the app. By reducing service complexities, the app allowed guests to enjoy a more seamless experience, while enabling retail partners to focus more on delivering superior in-person experiences. These efforts collectively elevated the entire guest journey, enhancing both operational efficiency and customer satisfaction.
Digital Transformation and App Integration
Central to our digital strategy, I led the integration of the 'My Holiday' app, which streamlined complex guest services into a single platform. This initiative not only simplified the booking process for restaurants, tours, and shows but also enabled efficient management of onboard accounts and payments, significantly enhancing guest convenience and satisfaction.
Boosting Personalized Experiences and Streamlined Bookings
We leveraged user behavior data to drive personalized experiences through our app, offering everything from curated tours to tailored show recommendations. By studying user preferences, we were able to suggest offerings that truly resonated with our guests, streamlining their experience with an in-app booking feature leading to a noticeable uptick in show attendance but also reduced in-person door bookings by 30%, making the overall guest experience more seamless and enjoyable.
Outcomes & Reflection
Through the successful integration of personalized recommendations and an optimized booking process within our app, I was able to drive significant improvements in guest engagement. The results were clear, show booking increases, waiting time reductions and more tailored experiences. Not only did this integration streamline operations but also enriched overall guest experience.
Reflecting on this achievement, it’s clear that our data-driven approach not only elevated the guest experience but also demonstrated the power of personalization in driving business success. This project reinforced my belief in leveraging technology to create meaningful, tailored experiences that resonate with users and improve operational outcomes.