Social Listening Analyst

Job Description

One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can't. The Love Boat promises something for everyone.


We are looking to hire a Social Listening Analyst. The Social Listening Analyst serves as a subject-matter expert for Princess Cruises' social listening and digital sentiment intelligence program. This role is responsible for defining, governing, and continuously optimizing how guest conversation, sentiment, and emerging risks are identified, evaluated, and interpreted across social and digital platforms. The Social Listening Analyst exercises independent judgment to determine the materiality, relevance, and business significance of guest sentiment trends, potential reputational risks, and emerging issues, and provides strategic recommendations and advisory guidance to Social Care, Social Media, PR/Communications, Guest Services, and Brand leadership.

This role operates with a high degree of autonomy and is accountable for establishing listening standards, escalation frameworks, and reporting methodologies that inform decision-making, crisis preparedness, and ongoing brand and guest-experience strategy. While the role does not have direct people management responsibility, it influences cross-functional teams through expertise, analysis, and governance of the social listening function.

Here's a summary of what Princess is looking for in a Social Listening Analyst. Is this you?


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.

Knowledge & Skills:

• Scope: This role has primary responsibility for the governance, effectiveness, and continuous improvement of Princess Cruises' social listening and digital sentiment intelligence program. The Social Listening Analyst determines how guest conversation data is structured, interpreted, and escalated to support leadership awareness, reputational risk management, and informed business decision-making. The role operates within established organizational objectives and influences multiple functions.
• Problem solving: The role requires the application of independent judgment to assess complex and ambiguous information, determine the significance of emerging sentiment or reputational risks, and recommend appropriate escalation or response pathways. Problem solving involves evaluating potential business impact rather than following prescriptive procedures.
• Impact: By defining listening to standards, interpreting guest sentiment, and advising on emerging risks, the Social Listening Analyst directly supports brand protection, crisis readiness, and informed decision-making across Princess Cruises' global operations.
• Leadership: Leadership is demonstrated through subject-matter expertise, operational ownership of the social listening function, and influence across cross-functional teams through analysis, guidance, and recommendations.
  For all roles:
• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
• Skills: Strong time management and organizational skills
• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Requirements:

• 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
• Strong written communication skills with the ability to clearly document, summarize, and escalate findings
• Ability to manage multiple priorities and remain effective in fast-paced, high-volume settings• Proficiency with standard workplace collaboration tools (e.g., email, messaging platforms, reporting tools)
• Proven experience using enterprise social media management and listening tools (e.g., Sprinklr, Sprout Social, or comparable platforms).
• Demonstrated experience working on the frontlines of social media for a high-volume, consumer-facing brand, with direct exposure to public guest feedback, questions, complaints, and sentiment.
• Experience evaluating tone, intent, and urgency of user-generated content to support moderation decisions and escalation pathways.

Travel: No or very little travel likely


Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

This position is classified as "Hybrid." As a Hybrid role, it requires employees to work from a designated Princess office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.


Princess provides comprehensive and innovative benefits to meet your needs, including:

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives

Our Culture... Stronger Together


Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information


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.


Americans with Disabilities Act (ADA)


Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact View email address on click.appcast.io.


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