Director, Sales Operations and Support

Director, Business Operations and Support

Location: Weybridge, UK

Reports to: Managing Director, UK&I

Direct Reports: 4

Journey with us!

Set sail on a new career and join our dynamic UK&I Leadership Team.

Celebrity Cruises, part of Royal Caribbean Group, is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Director, Business Operations & Growth, leads the operating framework through which UK&I strategic and commercial priorities are planned, coordinated, executed and measured.

Reporting directly to the Managing Director, UK&I, the role owns the integrated UK&I Annual Operating Plan, the market performance-governance rhythm, Trade Marketing, Trade Support and Market Liaison. The role ensures that agreed priorities are converted into clear plans, supported by the right market activity and delivered with defined ownership, milestones and measures.

The role works in close partnership with the Sales Director, Revenue, PR & Communications and Commercial FP&A teams. The Director, Business Operations & Growth, owns the integrated planning, trade enablement, market readiness and governance required to support delivery of the wider UK&I plan.

As a member of the UK&I Leadership Team, the role strengthens execution, improves operational effectiveness and provides the Managing Director with an integrated view of performance, risks, investment, actions and return on investment.

Essential Duties and Responsibilities:

Strategy & Planning

• Own and lead development, consolidation and in-year management of the integrated UK&I Annual Operating Plan.
• Coordinate functional inputs from Sales, Revenue, PR & Communications, Commercial FP&A and other relevant teams into one market plan.
• Ensure priorities have clear outcomes, owners, milestones, dependencies, investment requirements and measures of success.
• Maintain the plan throughout the year and recommend reprioritisation or corrective action in response to performance and changing market conditions.

Performance Governance & Executive Reporting

• Own the monthly UK&I business-performance review and associated leadership operating rhythm.
• Maintain an integrated UK&I scorecard covering commercial performance, strategic priorities, investment effectiveness, delivery risks and agreed actions.
• Coordinate performance inputs from functional owners, identify gaps and ensure recovery actions have clear ownership and deadlines.
• Provide the Managing Director and UK&I Leadership Team with concise insight, recommendations and escalation of material risks or decisions.

Trade Enablement & Market Execution

• Lead Trade Marketing, Trade Support and Market Liaison as an integrated market-execution capability.
• Own and evolve the Celebrity Rewards Trade Loyalty Programme, driving its strategic development, long-term proposition, and annual engagement strategy to strengthen trade partner loyalty, advocacy, and commercial performance.
• Own the overall trade communications, campaign, training and engagement approach, ensuring seamless execution across trade channels in support of sales priorities.
• Oversee trade campaigns, communications, engagement activity, training and events, with clear objectives, execution standards and post-activity evaluation.
• Ensure Trade Marketing works to priorities agreed with the Sales Director, while retaining accountability for the quality, timing and effectiveness of delivery.

Trade Support Operational Excellence

• Own the day-to-day operation and processes for Trade Support through two Trade Support Executives.
• Set service standards, priorities and operating processes that maximise effectiveness, efficiency and customer service for internal and external customers.
• Drive continuous improvement, remove recurring operational barriers and ensure the sales organisation and trade partners receive timely, accurate support.

 Market Liaison & Readiness

• Lead the Market Liaison function to actively represent and influence UK&I market needs and requirements with global colleagues.
• Work closely with Marketing and relevant global teams to confirm market readiness, resolve dependencies and escalate risks before implementation.
• Ensure local commercial, customer and regulatory requirements are reflected in the execution of global initiatives.

Commercial Planning, Investment & ROI

• Partner with Commercial FP&A to support planning, forecasting, investment prioritisation and performance evaluation.
• Establish clear measures for material market activity and evaluate outcomes, cost effectiveness and return on investment.
• Provide evidence-based recommendations on continuing, changing, scaling or stopping investment.
• Ensure budget decisions and resource deployment remain aligned to the UK&I Annual Operating Plan and agreed commercial priorities.

Leadership & Matrix Alignment

• Lead, coach and develop four direct reports: one Trade Marketing Manager, two Trade Support Executives and the Market Liaison Manger.
• Provide coordinating leadership through dotted-line relationships with Revenue and PR & Communications, while preserving each function’s formal accountability.
• Build effective relationships with the Sales Director, Commercial FP&A, UK&I Leadership Team and global colleagues.
• Establish clear objectives, accountability and development plans across the directly led team.
• To drive high employee engagement and motivation across the team and provide ongoing career development, learning opportunities and performance reviews.

Knowledge and Skills:

• Commercial and operational leadership - Significant experience leading commercial planning, business operations, trade enablement or market-execution activity within a complex matrix organisation
• Annual planning and governance - Demonstrable experience owning integrated business-planning cycles, performance reviews, scorecards and executive reporting
• Trade enablement - Strong understanding of trade marketing, communications, training, engagement and operational support, ideally within travel, leisure or hospitality
• Financial and analytical capability - Strong commercial judgement and the ability to interpret performance data, evaluate investment and form clear recommendations on ROI
• Matrix influence - Proven ability to align senior stakeholders and mobilise delivery across functions and geographies without relying solely on direct authority
• People leadership - A strong record of building high-performing teams, setting clear standards, developing talent and driving accountability
• Executive communication - Clear, concise and credible communication, with the ability to present complex performance, risk and investment issues to senior leaders
• Execution discipline - Highly organised and able to convert strategy into practical plans, manage dependencies, resolve barriers and sustain delivery pace

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.

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, colour, 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.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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