Operations Manager, Consumer Sales

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. 

This position will be working onsite from Miami.

Position Summary: 

This position is responsible for Designing, Planning, and Execution of the Direct Sales Global Operational Strategy. The Operations Manager will be responsible for ensuring that our business processes run smoothly and efficiently, managing resources, coordinating with different departments, and implementing strategies to improve overall productivity and operational excellence.

Essential Duties and Responsibilities: 

Design:

• Alignment with Key Stakeholders
  • Commercial Team 

• Direct Sales Leader(s)  

• Marketing 

• Itinerary Planning 

• Alignment and forecasting of Call Campaigns with Commercial Strategy 

• Commercial Go to Market Coordination including:

• • The tracking, coordination, and feedback hub for itinerary releases

• Developing standardized procedures for Promotions, Releases, and other initiatives in order to make sure we have optimal procedures and consistent execution 

• Project Management: 

• • Pilot Coordination Globally (as all markets align) 

• Sales Butler 
• Inbound Team 
• Continuous feedback loop to give us the ability to evaluate/evolve processes/policies 

• Global Direct Sales Communications – Guest and Departmental 

• • Department Policy changes 

• New Functions/Features/Processes 

• Call Campaigns 

• Department KPIs – Global alignment and tracking

• • Revenue Tracking vs Target 

• Agent Productivity 

• Contact Center KPIs 

• Campaign Managed Rates 

• Evaluations – Creation and evolution of agent/coach/manager evaluations using agreed upon KPIs 

Planning:

• Contest strategy consultation, spreadsheet creation, and tracking 

• Customer Master - Identification and prioritization of needs/modifications 

• Lead Management – Global alignment and tracking 

• • Lead Management Compliance 

• Management of Contact Still Pending  
• Management of Contacted Leads (Overdue) 
• Coordination and Alignment with agreed upon Service Levels 

• eCommerce Lead Report (possibly combining with above) 

• Process Management Alignment 

• • How we execute HH Management 

• Rights in CM 

• Concessions 

• Commercial Go to Market Coordination including:

• • The tracking, coordination, and feedback hub for itinerary releases

• Developing standardized procedures for Promotions, Releases, and other initiatives in order to make sure we have optimal procedures and consistent execution 

• New Hire/Attrition coordination with key stakeholders to ensure continuity of operations 

• • IT 

• SMA 

• HR 

• Manila/Miami  

Execution:

• Creating and Modifying Email Templates in the Silversea CRM  

• Coordination of Deployment/Redeployment including:

• • Communicating Consumer Sales interests
  • Making sure implementation is communicated to all stakeholders
  • Management of booking perimeter and communicating
  • Determining if callout required (and managing if so) 
  • Tracking of Progress
  • Providing real time update capability to key stakeholders

• Business Rules – Editing and communication with the team 

• Direct Groups Management – Global implementation of Americas Market model Cadence of Incentive Management for Global Direct Sales 

• • Pull data from Commission Engine and ERP 
  • Submission of Commission 
  • Auditing 

• Budget Management
  • Prepare and manage operational budgets and optimize costs

Qualifications, Knowledge and Skills: 

• Bachelor’s degree preferred
• 5-7 years related experience equivalent preferred
• Highly organized, detail oriented, self-motivated and capable of working with minimal day-to-day direction.
• Strong understanding of Business to Consumer Sales
• Working knowledge of customer relationship management (CRM) software.
• Proficiency with Word, Excel, Outlook and PowerPoint
• Strong organizational skills.
• Excellent interpersonal skills and ability to tactfully deal with internal and external contacts both domestic and international.
• Must possess a positive, team-player attitude.

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! 

No immigration sponsorship is offered. 

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. 

#LI-AZ1