Manager, Guest Communications

This position is on – site in our Royal Caribbean Headquarters 1050–Miami

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

Position Summary:

The Manager of Guest Communications, Silversea, supervises and guides the Analyst and Copywriter, supporting the Senior Manager, and partners with Marketing, Revenue, Hotel Operations & Deployment, to position, define and develop strategic positioning of projects for key guest experiences and products, which may include new ships/destinations/expeditions, incidents, revitalized ships, guest programs, or volatile products in an ever-shifting niche market. This role provides strategic guidance to domestic and global teams, to focus on reducing complaint volume and driving guest satisfaction, with an emphasis on key business goals with clear and consistent messaging.

Vital to this role is the facilitation of communication between internal stakeholders and the development of strategic messaging, marketing tactics, visual assets, and other supporting elements to launch new and evolving products across different business units. Additionally, the Manager will assess consumer data to identify actionable insights that will influence business decisions and activate internal stakeholders. Lastly, the Manager will assist in managing incident handling for incidents pre-, during, and post-cruise, along with special projects while working across the organization (Marketing, Contact Centers, Sales, Revenue, PR, Operations, etc.) to develop integrated communication plans and make data-based recommendations on onboard programs, incidents, deployment and itinerary initiatives, product positioning and communication strategies.

Essential Duties and Responsibilities:

• Leads the development of project launches to introduce and support key guest experiences in the luxury cruise and expedition category. 
• Oversees the brand tone and voice, including creative design.
• Guides the style, standards, and processes for all communications to ensure the Luxury Cruise Brand Guidelines are upheld onboard across all channels (pre-cruise, onboard, app, etc).
• Collaborates with different business units to evaluate and soundly guide their independent planning strategies.
• Ensures alignment in timing, strategy, message, audience and extent of effort to support across all areas of business. 
• Evaluates the product’s key markets and potential target audiences to identify opportunities and messages that will resonate with the audience.
• Interpret consumer data with the internal analytic team to identify areas of opportunity or weakness early on, and proactively address these situations with effective actions. 
• Manage and execute the overall Customer Journey with different business units
• Assesses and documents post-launch performance, to determine whether further communication actions are needed to achieve revenue goals.
• Works with internal teams to brief and oversee the development of messaging, as well as the look and feel of communications.
• Develops content for kickoff meetings, conference calls, and other methods to inform and align partner teams on upcoming communication plans.
• Ensures the accuracy of product-related information in the marketplace; works to immediately resolve misinformation or consumer confusion.
• Works with team to organizes related strategic documents on a centralized SharePoint so all supporting communications can be leveraged by other teams, specifically shipboard teams.
• Develops presentations to executive leaders as needed.
• Provides weekly reporting and status updates to department leadership.

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.

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Financial Responsibilities

• Responsible for project budgeting and ensuring projects don’t exceed the specified amount.

Qualifications and Education

• Bachelor’s degree in marketing, Communications, or related field experience.

• Experience with print/media/digital assets.
• 5+ years’ experience in advertising, marketing or creative team
• Must possess excellent communication skills

Knowledge and Skills:

• Strong organizational skills and the ability to juggle multiple assignments

• Proficient in Microsoft Office 
• Basic knowledge of Adobe Creative Suite a plus
• Able to provide recommendations for streamlining processes and systems based on previous experience.

Physical Requirements:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10-15 pounds. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. Responsibilities include traveling between numerous offices.  A high noise level is possible if visiting shipboard or offsite locations.

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.

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