Head of, Guest & Trade Services LACAR

POSITION SUMMARY

This role is accountable for the overall contact center operational KPI performance and standard delivery of the LACAR Region for Guest and Trade Services comprising of Mexico, Brazil, and other LACAR, across the two brands (Royal Caribbean International & Celebrity Cruises).  This leadership oversight is inclusive but exclusive to Business Vendors such as Conduent. This role will require 4-5 scheduled annual trips to GUA, MIA, and potentially other Intl Sites to visit HQ and the teams.  
 

ESSENTIAL DUTIES AND RESPONSIBILITIES

OPERATIONAL DELIVERY

• Provide leadership, give direction, coach & develop teams who are responsible for delivering customer interactions on and off phone, across multiple channels and departments and sharing best practices and standardizing approached where relevant
• Develop and implement strategic and tactical initiatives focused on our ‘three pillars’, Driving Revenue, Enhancing Customer Service and Delivering Efficiencies across the region
• Create, lead, and manage strategic initiatives to grow Consumer Outreach share of business in the assigned LACAR Markets, increasing conversion vs goal & STLY
• Manage the account of the outsourced supplier (Conduent) relationship for the region, significantly contributing to profitable operational efficiency by exceeding all KPI’s
• Lead initiatives to implement more efficient ways of working and identify cost savings through automation, self-service & centralization initiatives
• Work closely with the Guest Experience Manager by giving direction and resolution advice in relation to incidents across the region
• Partner with Brand teams, develop and build relationships and initiate strategies to optimize existing profitability through business planning, collaboration and deliver increased revenue stream opportunities to the contact centers
• Act as business sign off & gatekeeper for all commercially sensitive decisions for the LACAR region related to customer issues where our policies & procedures do not cover

• GENERAL 

   

• Participate with AVP Intl GTS & VPs to establish the vision, objectives & strategies for the department/region
• Provide frequent high level, constructive feedback to Conduent leadership, AVP Intl GTS and both VP Royal & VP Celebrity on trading performance against SLAs/KPIs
• Track and measure new business trends to accommodate and adjust business model/plans accordingly to surpass business objective
• Maintain effective business relationships with Conduent Management and Market leaders for all brands
• Create a culture which strives for excellence both onshore and offshore
• Review and develop strategies focusing on the reduction of costs to manage all sites responsible for servicing the LACAR region
• Drive a sales mentality, provide direction to ensure Consumer Outreach opportunities are maximized at every touchpoint, review targets and performance with a view to increasing direct share within the Consumer Outreach channel
• Manage the development of business requirements & special projects to support new systems, enhancements, and new product implementation. Own the Coordination of the management of supplier needs and expectations
• Foster, build and grow outsourced and key stakeholder relationships
• Partner with the Guest Experience Manager – LACAR to identify key areas of improvement across the business as it relates to how we deliver & measure the customer experience via the front line – Executing actions
• Manage the compliance in all audit requirements regarding financial impacts to the market for both offshore and direct reports - Accountable

QUALIFICATIONS AND EDUCATION

• Bachelor's degree (BA) in Sales or Marketing is preferred
• 10+ years’ experience in Sales and Operations essential
• Experience with cruise and/or hospitality industry clients is desirable
• Management experience including sales and operations in international markets preferred
• Advanced skills in MS Office