Assoc. Manager, Sales Operations and Support

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

This position will be working onsite from Miami.

Position Summary:

This position will be an integral part of revenue generation for the Corporate & Incentive Sales Team in North America. This position will liaise with the Associate Vice president of Corporate, Incentive & Charter Sales, Sr. Manager, Sales Operations & Support, Corporate Sales Managers, Associate Council, Incentive House Accounts, Meeting Planning Companies, Third Party Companies and Corporate Direct customers on qualifying, quoting, negotiating, and closing group business.  Associate Manager, Sales Operations & Support is responsible for individual and team revenue generation in a tele-sales environment.  Associate Manager, Sales Operations & Support to support Corporate & Incentive Sales Team with other sales activities which could include: a. supporting the Team with Sales & Marketing strategic efforts to achieve established revenue goals; b. act as departmental go to person for CSS team c. share best practices with CSS team based on identified business d. assist with projects, proposal, contract templates and Siebel testing / upgrades e. day site inspections; c. sailing site inspections; d. trade show participation; and joint sales calls to accounts/clients.  This position will work closely with other internal departments including but not limited to Revenue Management, Deployment, Hotel Operations and Legal.  The end goal is to consistently

Essential Duties and Responsibilities:

• In a Tele-Sales environment, receives or places telephone calls to Incentive Houses, Meeting Planning Companies, Third Party Companies or Direct customers to qualify, quote, negotiate and close meeting and incentive group business.  Leverages inbound and outbound interactions to create selling opportunities.
• Qualifies the client’s needs and presents alternatives to secure the business.
• Confers with Travel Partner and Revenue Management to seek the most competitive option within the client’s parameters and presents proposals designed to maximize yields.
• Makes outbound follow up calls on proposed business (as well as expired options or options due to expire) and provides general support to customer inquiries with a goal of securing a firm commitment.
• Advise the Corporate & Incentive Sales Team on all account activities and pending business.
• Networks with all relevant internal departments to action requests and complete tasks.
• Escorts non-sailing and/or sailing site inspections as needed to secure new business.
• Participates as needed in tradeshows, trainings, seminars, business meetings and presentations to support corporate and incentive sales initiatives.
• Acts as the departmental go to person for operational questions, product expert, CSS escalation issues, revenue management negotiations, deployment overview and legal liaison to assist Manager, Corporate & Incentive Sales with daily operations.
• Collaborate with territory Sales Managers to ensure Corporate Sales Specialist efficiencies are aligned with department standards.
• Organize and execute assigned departmental projects from beginning to end. Projects such as but not limited to departmental sales initiatives, best practices between CSS team, reporting, site inspections, symposiums at sea etc.
• Create and execute all training material for process improvement as well as onboarding new hires.
• Ongoing coaching and development of Corporate Sales Specialist team
• Identify opportunities from quoted and offer status reports to share closing techniques / best practices with the Corporate Sales Specialist team.
• Collaborates with the Manager, Corporate Meetings & Incentives Service and Event Planning, Supervisor Corporate & Incentive Services and Event Planning on an as needed basis to ensure all business transitioned from sales to service is done so in an efficient manner.
• Assist in maintaining communication between sales and service to handle any client challenges.
• Organize and execute assigned departmental projects from beginning to end. Projects such as but not limited to departmental sales initiatives, best practices between CSS team, reporting, site inspections, symposiums at sea etc.
• Collaborates with Manager, Corporate & Incentive Sales and Associate Council to ensure all legal verbiage is up to date within standard proposal and contract templates. There are currently 5 proposal templates and 10 contract templates.
• Collaborates with Legal and Siebel programmers to update proposal and contract templates, as well as testing system upgrades to ensure a seamless transition into production.
• Assist with regular updates and maintenance of departmental Net Ticket Revenue Report.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Financial Responsibilities:

• Responsible for reconciliation of all financial transactions for corporate & incentive group business, including but not limited to collection of payments, cross referencing of payments, processing refunds as necessary and ensuring accurate pricing.
• Responsible for reaching or exceeding the quarterly and annual departmental revenue goals.
• Assist Manager, Corporate & Incentive Sales in negotiating special payment and cancellation terms for both direct and 3rd Party Incentive House business
• Use sound business judgment when covering for Manager, Corporate & Incentive Sales to negotiate special payment, cancellation terms and department goal forecasting by maintaining the departmental Net Ticket Report.

Qualifications, Knowledge and Skills:

• Absolute follow-up skills are essential, strong positive attitude, excellent level of communication (both verbal and written) and high energy are required.
• Ability to assess complex situations and make logical decisions in a diverse environment under the pressure of deadlines.
• Advanced knowledge and understanding of the product, terms and conditions for contracted groups, corporate and brand policies, key selling attributes and the ability to guide clients to the most competitive option.
• Ability to build and maintain successful business relationships with both external customers and internal colleagues to successfully close business.
• Strong financial and analytical skills, as well as ability to understand group contract terms and conditions.
• Ability to use advanced business and sales knowledge to make decisions, use sound judgment, negotiate effectively, and get results.
• Ability to use multiple communication and interaction methods to collaborate effectively, get results with others and develop customer champions.
• Ability to display the highest level of personal integrity, take responsibility for personal and organizational results, and proactively develop greater ability.
• Ability to work closely with peers to offer coaching/best practices in a positive manner.
• Advanced knowledge of AS400/LEGASUITES, SEIBEL, Excel, Word, PowerBI Reporting, Sharepoint, & Google Docs

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

No immigration sponsorship offered.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.