Job Number:
HC-03869
Date Posted:
March 21, 2026
Position Title:
Social Listening Analyst
Party:
N/A
Office Code:
Office/Company:
Princes Cruises
Reports To:
Location:
Fort Lauderdale, FL
Contact:
Salary:
Primary Role
Secondary Role:
Job Type:
Full Time
Description:
Manage the strategic configuration and ongoing optimization of Princess Cruises’ enterprise social listening ecosystem, including the establishment of keywords, alerts, tagging frameworks, dashboards, and analytical methodologies used across teams to evaluate guest sentiment and reputational risk.Manage the strategic configuration and ongoing optimization of Princess Cruises’ enterprise social listening ecosystem, including the establishment of keywords, alerts, tagging frameworks, dashboards, and analytical methodologies used across teams to evaluate guest sentiment and reputational risk.Bachelor’s degree or equivalent professional experience. 5+ years of experience in social media customer service, social listening, content moderation, or community management.
Responsibilities:
• Manage the strategic configuration and ongoing optimization of Princess Cruises’ enterprise social listening ecosystem, including the establishment of keywords, alerts, tagging frameworks, dashboards, and analytical methodologies used across teams to evaluate guest sentiment and reputational risk.
• Maintain listening standards, escalation criteria, and materiality thresholds that determine when guest sentiment, misinformation, or emerging issues require cross-functional awareness, leadership visibility, or formal response.
• Serve as an internal advisor and subject-matter expert to PR/Communications, Guest Services, and Operations teams by translating guest sentiment and conversation data into actionable insights, recommendations, and strategic context.
• Continuously evaluate and refine listening methodologies, tools, and analytical approaches to ensure accurate, relevant, and forward-looking coverage of guest conversation across global markets.
• Monitor the effectiveness of escalation frameworks and listening standards, making recommendations for refinement based on evolving risk patterns, platform changes, and business needs.
Qualifications:
• Bachelor’s degree or equivalent professional experience.
• 5+ years of experience in social media customer service, social listening, content moderation, or community management.
• Hands-on experience using enterprise social media management and listening tools (e.g., Sprinklr, Sprout Social, or comparable platforms).
• Experience monitoring, moderating, and evaluating high volumes of social conversation for large or consumer-facing brands.
• Experience applying moderation guidelines, escalation protocols, and brand safety standards in real-time environments.
Instructions:
Email to apply
Other:
Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
