Director, Groups & Star

The Celebrity Way is an industry defining service culture of the brand’s unwavering commitment to elevating every moment for our customers, guests and each other alike. It drives us to continuously pursue excellence, uphold the highest standards, and foster an environment of inclusion and mutual growth.

Through the Celebrity Way and in conjunction with Propelled by People we nurture a global community of passionate professionals dedicated to going above and beyond in every interaction. By delivering Consistent, Elevated, and Hospitality-driven experiences, we nurture employee and guest loyalty, forging lasting relationships and building a legacy of exceptional service that distinguishes The Celebrity Way as the benchmark in luxury hospitality.

Position Summary:

This vital role oversees a multi-channel (transitioning to omni-channel) guest and travel agent support operation, managing over $750 million in annual booked and sailed revenue through a team of 15+ Managers, Supervisors Team Captains and over 350 agents across multiple global locations. The successful candidate will drive operational excellence, elevate service quality, and foster strong cross-functional partnerships to maximize guest satisfaction, agent productivity, and portfolio profitability.

Key Responsibilities:

• Leadership & Team Management:

Lead and develop multiple teams, including direct oversight of senior leaders, fostering a high-performance culture aligned with company values. Cultivate a motivating environment that drives employee satisfaction and engagement across global sites.

• Strategic Planning & Execution:

Collaborate with the Global Contact Center Leadership team to develop the overall groups strategy and implement key initiatives to optimize sales, improve the customer experience, and enhance departmental efficiencies. Build a plan to evolve toward a seamless omni-channel guest interaction experience.

• Customer Experience & Service Delivery:

Lead the team to ensure exceptional service quality across all channels—phone, email, chat, and emerging digital platforms—focusing on customer satisfaction, upselling opportunities, cancellation reduction, conversion rates, and handle times. Partner with E-commerce teams to innovate messaging and chat functionalities.

• Operational Excellence & Technology Integration:

Leverage emerging technologies and data analytics to improve service delivery and operational efficiencies. Oversee the continuous evolution of contact center tools and channels, ensuring alignment with guest expectations and industry best practices.

• Cross-Functional Collaboration:

Work closely with other business units within Celebrity Cruises and Royal Caribbean Group subsidiaries to build strong partnerships, share best practices, and execute culturally appropriate people strategies and incentives.

• Financial & Portfolio Management:

Monitor and manage KPIs and performance metrics related to revenue, profitability, and customer satisfaction. Drive initiatives that increase sales effectiveness and guest loyalty.

• Change Management & Innovation:

Lead change initiatives that improve customer interactions, streamline processes, and incorporate new technological solutions to stay ahead in a competitive landscape.

QUALIFICATIONS AND EDUCATION

1. Bachelor's degree in related field required, MBA a plus.   

2. At least Ten+ years' experience in progressive B2C and BSB contact center Sales and Service management. 

3. Progressive management experience in B2B and B2C Sales and Service.

4. Deep understanding of multi-channel and omni-channel customer engagement strategies and technologies

5. Demonstrated success managing teams of 300+ members across multiple global locations 

6. Familiarity with cultural nuances and best practices for managing global teams.

7. Strong technological acumen with experience in contact center platforms, chat/messaging apps, and emerging customer service tools.

8. Track record of implementing innovative solutions to enhance guest interactions, improve service levels, and drive revenue growth.

9. Excellent leadership, communication, and interpersonal skills with the ability to develop and influence cross-functional teams and senior leadership.

10. Strategic thinker with a data-driven approach to decision-making and problem-solving

11. Initiative combined with creative and innovative entrepreneurial skills that allow the individual to identify and act on opportunities that will build the business. 

12. Strong inter-functional leadership skills and ability to drive positive, dynamic, and bold change. 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position

FINANCIAL/QUANTITIVE RESPONSIBILITIES

Responsible for managing and maintaining substantial monthly, quarterly, and annual booked and sailed revenue targets. <$750M. 

Manages an annual operating budget of over $20M