Head of Digital Sales

Celebrity Cruises is a global, multi‑billion‑dollar luxury cruise line headquartered in Miami, Florida, with local offices in Sydney, Australia. Operating a modern fleet of 15 ships, the brand sails to destinations across the Caribbean, Europe, Alaska, Asia, South America, the Galapagos and Australia/New Zealand.

Celebrity has a strong and long‑standing presence in Australia and New Zealand, contributing approximately 60,000 guests annually, with around 50% travelling internationally. The deployment of the award‑winning Edge® Series to the region underscores Celebrity’s continued investment and growth ambitions locally.

Renowned for innovation, design and service excellence, Celebrity Cruises has earned hundreds of global industry awards, including recognition from TIME and Forbes Travel Guide. Guided by its purpose to “Open up the World,” the brand is committed to delivering exceptional guest experiences, championing diversity and inclusion, and advancing sustainability across its fleet and destinations.

With this investment, the brand is targeting significant growth over the coming years, with all global regions expected to source more guests and grow revenues. 

POSITION SUMMARY

The Head of Online Accounts is responsible for driving superior commercial performance across the Australian and New Zealand market by exceeding guest, revenue and Average Per Diem (APD) targets through the Online Travel Agency (OTA) channel.

Reporting directly to the Director of Sales (DOS), the role has end-to-end accountability for the operational and commercial performance of Celebrity Cruises’ Online Travel Agency partners. The position leads the development and execution of the OTA distribution plan, ensuring partners are equipped with the right tools, insights and support to sell Celebrity Cruises effectively.

Through robust account planning, commercial negotiation and senior level partner engagement, the role delivers sustainable, profitable growth and strengthens long-term digital trade partnerships. Interstate and/or international travel is required.

KEY RESPONSIBILITIES

COMMERCIAL PLANNING & PERFORMANCE

• Develop and execute integrated sales, marketing and training plans for OTA partners, aligned to the booking curve and long-term growth objectives.
• Translate partner, market and consumer insights into robust, multi‑year account strategies that drive sustainable and profitable growth.
• Produce annual OTA account plans, outlining clear initiatives to improve all key performance metrics, including revenue, passengers, APD and share.
• Provide operational insight into the Annual Operating Plan, ensuring OTA strategies align with broader commercial and distribution priorities.
• Analyse channel profitability, distribution effectiveness and ROI, ensuring investment decisions deliver optimal commercial outcomes.
• Identify and interpret industry, market and consumer trends to unlock future growth opportunities within the OTA channel.
• Lead the analysis of weekly trading performance, reviewing partner data, identifying trends and providing actionable insights and recommendations to the trading and commercial teams.
• Gather and share competitive intelligence, recommending strategies to defend and grow performance in a competitive digital marketplace.
• Ensure strong brand visibility and positioning across OTAs, supported by deep product and sector knowledge.

KEY ACCOUNT LEADERSHIP & ENGAGEMENT

• Own and manage multi-level relationships, including senior key decision‑makers, product managers, and influencers across OTA partners to drive desired outcomes.
• Design and deliver bespoke engagement initiatives that drive loyalty, advocacy and commercial outcomes.
• Plan and execute partner communications, ensuring clear, timely and impactful engagement across major announcements, deployments, season launches and key milestones.
• Develop and maintain a contact plan and wiring plan that supports shared accountability and delivery of agreed objectives.
• Drive engagement with Celebrity's online platforms and automated solutions

CAPABILITY, TRAINING & BRAND ADVOCACY

• Deliver targeted product, sales and digital training tailored to the needs of OTAs to improve conversion and optimise performance.
• Lead product and pricing strategy with partners, including net rate and packaging opportunities, optimising the mix of FIT and group business to maximise yield and conversion.
• Identify and implement bespoke training solutions aligned to partner strategies and commercial objectives.
• Act as a senior brand ambassador for Celebrity Cruises across trade, consumer and industry events.
• Lead and host high‑impact customer and partner events (e.g. ship visits, conferences, launches), ensuring clear objectives, targeted follow‑up and measurable ROI.

EXPERIENCE / KNOWLEDGE & SKILLS

• Strong relationship building and stakeholder management skills, with the ability to engage, influence and present credibly at multiple levels both internally and externally, particularly with digital and online trade partners.
• Collaborative and team‑oriented, with the ability to work effectively within a matrix organisation and across multiple functions. Actively steps beyond core responsibilities to support colleagues and contribute to shared team outcomes.
• High level of understanding and experience with digital marketing practices, able to identify, challenge and shape partnership marketing activity to ensure high returns on investment.
• Brings a constructive, solution‑oriented approach, combining independent thinking with resilience and a consistently positive, can‑do attitude.
• Highly analytical and commercially minded, with the ability to interpret data, identify trends, assess risks and translate insights into clear actionable roadmap that drive performance.
• Proven influencing and negotiation capability, able to align partner priorities with business objectives and deliver mutually beneficial outcomes.
• Proactive and self‑driven, demonstrating initiative and accountability in a standalone senior role.
• Well‑organised with strong planning and prioritisation skills, able to manage multiple partners, initiatives and deadlines in a fast‑paced environment.
• Resilient and persistent, maintaining focus and momentum when navigating complexity, change or competitive pressure.
• Strategic thinker with the ability to develop, execute and adapt account plans aligned to commercial and distribution goals.
• Strong selling and persuasion skills, with a clear understanding of how to position a premium/luxury product through online channels.
• Demonstrated commercial acumen, including experience in analysing performance, managing ROI and supporting contract or commercial discussions.
• Excellent written and verbal communication skills, with the ability to communicate clearly, concisely and persuasively.
• Highly effective presentation and storytelling skills, particularly when conveying insights, strategies and recommendations.
• Comfortable as an early adopter of AI‑enabled and emerging technologies, using innovation to enhance efficiency and commercial outcomes.
• Solution‑oriented, with the ability to identify issues, evaluate options and implement practical solutions.
• Flexible and adaptable, with the ability to travel as required and operate across different time zones and partner environments.

QUALIFICATIONS AND EDUCATION

• Proven success in account management, partner development or channel strategy, ideally within online, digital or distribution‑led environments.
• Demonstrated experience supporting or leading commercial negotiations and driving profitable growth outcomes.
• Experience working within a matrixed or global organisation is highly desirable.
• Sales or commercial experience from any relevant sector considered; travel, hospitality or luxury experience advantageous but not essential.
• Valid driver’s licence with a clear driving record.

INTERNAL/ EXTERNAL RELATIONSHIPS

• Online Travel Agency partners
• Celebrity Cruises Australia, New Zealand and International teams.
• The wider Sales Team, Trade Marketing and Sales Support team in AUNZ
• Shared services including Guest Trade Services, Guest Engagement and Finance