Sr Manager, Consumer Outreach

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.

Royal Caribbean Group’s Guest Trade & Services Team has an exciting career opportunity for a full time Sr, Manager, Consumer Outreach reporting to the Director, Guest Trade & Services.

Position Summary:

This role is integral to driving direct growth in the region by leading Consumer Outreach Teams for Mainland China, Hong Kong, and Singapore (Mandarin Only), overseeing over 46 in-house employees. The primary focus is on increasing direct sales through Contact Centre teams, currently accounting for part of direct business and expected to grow significantly in the next five years. Responsibilities include managing multi-functional sales teams to achieve Conversion & Onboard Revenue targets, leading various sales and service teams to ensure exceptional customer service, and optimizing all Consumer Outreach KPIs across channels.

In addition, this role supervises the Next Cruise program for China and Hong Kong, aiming to boost direct bookings through this channel and other Direct Strategy initiatives.

Essential Duties and Responsibilities:

• Meet sales targets and enhance conversion rates in IB sales.
• Collaborate with the E-commerce Leader to drive consistent contact volumes to the Contact Center.
• Monitor and optimize Contact Center channels like Fliggy and Tik Tok.
• Develop internal processes to maximize sales opportunities in the direct sales channel.
• Implement standards and procedures to optimize operational and sales performance.
• Lead the service team to analyze call data and enhance customer service.
• Participate in marketing campaign planning with a sales-driven approach.
• Collaborate with the training team to provide product training and support new hires.
• Address department attrition and recruitment challenges.
• Design incentive programs to motivate employees and maintain job satisfaction.
• Review reports to ensure top performance in various metrics.
• Maintain adequate headcount to meet service levels and KPIs.
• Collaborate with other function managers in GTS.
• Utilize AI effectively in phone interactions to improve sales and service quality.
• Perform other duties as required.

Qualifications, Knowledge and Skills:

• Bachelor's degree.
• Fluent in English.
• At least 8 years of management experience in a Contact Center or Customer Sales/Service Organization.
• Proficiency in Contact Center technology and Marketing Automation tools.
• Passion for people development.
• Strong communication, presentation, and analytical skills.
• Background in data analysis is preferred.

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.