Head of Retail 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 Retail Accounts is responsible for driving strong commercial performance across the broader Australian and New Zealand retail trade, excluding two key accounts, by exceeding guest, revenue and Average Per Diem (APD) targets.

Reporting directly to the Director of Sales (DOS), the role has end-to-end accountability for the operational and commercial performance of a diverse portfolio of Trade Partners across Australia and New Zealand, leading the development and execution of effective trade distribution plans. The position ensures trade partners are equipped with the tools, insights and support required to sell Celebrity Cruises effectively.

Through robust account planning, commercial management and senior‑level partner engagement, the role drives sustainable, profitable growth and strengthens long‑term trade partnerships across the region. The role also acts as a senior member of the sales leadership team, contributing to broader retail direction, channel performance and commercial decision‑making across ANZ. Interstate and/or international travel is required for this role. 

KEY RESPONSIBILITIES

COMMERCIAL PLANNING & PERFORMANCE

• Develop and execute integrated sales, marketing and training plans for assigned Australian trade accounts and the New Zealand market aligned to the booking curve and long-term growth objectives.
• Translate partner, market and consumer insights into clear, actionable multi‑year account plans that deliver sustainable and profitable growth.
• Produce annual trade account plans, outlining clear initiatives to improve key performance metrics including revenue, passengers, APD and share.
• Provide operational insight into the Annual Operating Plan, ensuring trade strategies align with broader commercial and distribution priorities.
• Analyse account profitability, distribution effectiveness and ROI, ensuring initiatives and investment decisions deliver optimal commercial outcomes.
• Identify and interpret industry, market and consumer trends to unlock growth opportunities across the trade portfolio.
• 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 protect and grow performance within a competitive trade environment.
• Ensure strong brand visibility and advocacy across trade partners, supported by deep product and sector knowledge.

TRADE PARTNER ENGAGEMENT

• Own and manage multi-level relationships, including senior key decision‑makers, product managers, and influencers across assigned Australian and New Zealand trade partners.
• Design and deliver bespoke engagement initiatives that drive loyalty, advocacy and commercial outcomes, including familiarisation programs, ship visits and targeted activations.
• Plan and execute partner communications, ensuring clear, timely and effective engagement around major announcements, deployments, season launches and milestones.
• Develop and maintain a contact plan and wiring plan that supports shared accountability and delivery of agreed objectives.

CAPABILITY, TRAINING & BRAND ADVOCACY

• Deliver targeted product, sales and systems training tailored to the needs of trade partners to improve conversion and sales effectiveness.
• Identify and implement bespoke training solutions aligned to partner strategies and performance objectives.
• Act as a senior brand ambassador for Celebrity Cruises at trade, consumer and industry events.
• Lead and host high‑impact customer and partner events (e.g. ship visits, conferences and launches), ensuring clear objectives, targeted follow‑up and measurable ROI.

EXPERIENCE / KNOWLEDGE & SKILLS

• Strong relationship‑building and stakeholder management capability, with the ability to engage, influence and present credibly at multiple levels across retail 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 astute, able to interpret data, evaluate risks and opportunities, and translate insights into clear actionable roadmap that drive performance.
• Demonstrated ability to oversee and manage a portfolio of retail accounts, maintaining a holistic view of performance, investment and execution.
• Proven influencing and negotiation skills, aligning partner priorities with business objectives to deliver mutually beneficial outcomes.
• Proactive and results‑driven, demonstrating initiative and accountability in delivering agreed targets and strategic priorities.
• Strong planning, prioritisation and execution skills, with the ability to manage multiple initiatives and account plans concurrently.
• Strategic thinker capable of developing and executing growth plan that drive sustainable performance.
• Strong selling and persuasion capability, with a clear understanding of positioning a premium or luxury brand within a competitive retail environment.
• Demonstrated commercial acumen, including experience in forecasting, budget management and ROI evaluation.
• Excellent written, verbal and presentation skills, with the ability to influence outcomes at partner and internal leadership level.
• Comfortable as an early adopter of AI‑enabled and emerging technologies, using innovation to enhance efficiency and commercial outcomes.
• Solution oriented, adaptable and comfortable working across multiple markets and travel requirements.

QUALIFICATIONS AND EDUCATION

• Proven experience in retail account management or sales leadership within a commercially driven environment.
• Demonstrated success in account planning, partner development and commercial negotiations.
• Experience working within a matrix or global organisation is preferred.
• Sales or commercial experience from any relevant sector considered; travel or hospitality experience advantageous but not essential.
• Valid driver’s licence with a clear driving record.

INTERNAL/ EXTERNAL RELATIONSHIPS

• Australian and New Zealand trade partners (excluding two key accounts)
• Celebrity Cruises Australia, New Zealand and International Teams, including the wider Sales Team
• Trade Marketing and Sales Support team in AUNZ
• Shared services including GTS, Guest Engagement and Finance