Specialist, Guest Communications

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 Specialist of Customer Experience Marketing Communications is responsible for assisting the Sr. Manager in crafting consumer messaging when the guest experience is affected. This includes, but is not limited to incident handling, itinerary changes, cancellations, and changes to revenue-driven products for our domestic and global markets. This individual will interact with various departments (Deployment, Sales & Marketing, Hotel Operations, Guest Port Services, Global Contact Centers, International Teams, etc.) to ensure information is received and provided in a timely manner. They will support the Sr. Manager with communicating all messaging in a positive tone, in our brand voice, with a focus on driving guest satisfaction and interest. The Specialist will develop talk tracks for all Contact Centers related to all consumer communications. While reviewing all facets of the customer journey, the Specialist will look for areas of opportunities and propose recommendations for more effective and efficient communication to guests. Additionally, they will analyze consumer data to identify actionable insights that will influence business decisions. Researching and evaluating competitor initiatives and product offerings to confirm we are at a competitive advantage and ahead of industry trends will also be part of this role. Understanding our consumers¿ needs to provide products that add value and increased APDs will be imperative to success, while also assessing impacts that change existing products and what these changes do to the guest experience, which may at times involve identifying appropriate resolutions. A positive can-do attitude with a resolution-focused approach, while keeping the guest top-of-mind, is crucial to the Specialists success. Additionally, the Specialist will assist with presentations and ensure all projects and initiatives are handled in a timely manner.

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 leadership

Essential Duties and Responsibilities:

• Guest Experience (Consumer Journey) Strategy: Analyze the current strategy and approach to find opportunities for improvement of new and existing product messaging.
• Customer Behavior: Understand our customer behavior, along with their needs and how our product offerings meet their needs, how our products are communicated and what value the specific product holds for them.
• Consumer Journey Mapping: Audit the consumer journey to ensure it is up to brand standards. Assist with the planning of new product launches and releases, while always having a keen eye on how we can provide a better customer experience.
• Competitor Strategy: Stay in-the-know of competitors¿ initiatives and regular market research for onboard offerings.
• Deployment and Itinerary Strategy: Provide research and findings on consumer and marketing insights that will influence strategic deployment decisions. Identify different types of customer needs with a focus on destination/itineraries that will generate awareness, interest and drive demand.
• Brand Program Strategy: Ensure brand programs align with the guest experience strategy and the brand voice is imbedded in all guest communications.
• Contact Center Agent Knowledge Management Audits and Review: Monitor and audit content to ensure accurate internal intranet sites. Develop talk tracks for all Contact Centers to ensure messaging is uniformed at all consumer points of contact.
• Guest Analytics: Analysis and interpretation of consumer data to find any trends or insights that will allow for brand improvement and competitive advantages.

Qualifications, Knowledge & Skills:

• Bachelor’s degree in Communications, Marketing or related field. Knowledge of the hospitality industry experience is a plus.
• Interest in Project Management along with developing integrated programs, onboard communications, partnerships, consumer journey and promotions.
• Brand experience and knowledge of the various systems used in our contact centers preferred.
• Ability to think out-of-the-box and creatively brainstorm for strategic initiatives.
• Solution focused and detail oriented, with excellent knowledge of computers, Internet access and the ability to navigate within a variety of software packages including Excel, Word, Power Point or related programs.
• Financial analysis ability is a plus.
• Ability to produce graphs and related images.
• Occasional travel required.
• Knowledge of the sales and marketing channels. 
• Effective communication skills for development of comprehensive and impactful communication strategy.
• Understanding of research information and performance metrics in relation to consumer trends, behavior and preferences.
• Knowledge and understanding of global marketplace and consumer behavior.
• Knowledge of cruising industry products and services.
• Ability to analyze data, research and analysis to make recommendations based on business needs.
• Exhibit ability to interact with all departments and levels of management throughout organization and with external customers and companies.
• Ability to implement successful strategies, while measuring and analyzing results.
   

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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