Position Summary:

The Account Executive (A.E.) of Guest Experience & Onboard Revenue Product Management is responsible for assisting the Director in developing and enriching the guest experience, which includes, crafting messaging, making key decisions that impact the guest experience, and ultimately protecting the overall experience. The focus will be researching and executing strategic projects that have a hyper focus on improving the customer journey, with attention to educating our internal partners. This person will work closely with various departments, Sales & Marketing, Hotel Operations, Public Health, Revenue, Guest Port Services, Global Contact Centers, International Teams, Deployment, etc., to hit deadlines and ensure all guest messaging is in a positive tone, in our brand voice, has a focus on driving guest satisfaction, and in their best interest. This includes, but is not limited to special projects, incident handling, itinerary changes, and changes to revenue-driven products for our domestic and global markets.

Additionally, the A.E. will look for areas of opportunities and propose recommendations for more effective and efficient communication to guests. They will focus on larger scale projects that have significant impact on the guest experience. They will also analyze consumer data to identify actionable insights that will influence business decisions. A positive can-do attitude with a resolution-focused approach, while keeping the guest top-of-mind, is crucial to success. Lastly, the A.E. will assist with presentations, own and lead meetings and ensure all projects and initiatives are handled in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Guest Experience (Consumer Journey) Strategy: Focus on evolving the current communications strategy while looking for opportunities to improve messaging. Additionally, this role will focus on international communications and how to better maximize current communication streams, while adding enhancements. In addition, the A.E. will manage measuring success for more efficient communications in hypercritical moments.
2. Consumer Journey Mapping: Manage the overall Customer Journey by evaluating opportunities and focusing on every single touchpoint. Support Guest Port Operations, Security, Deployment, Hotel Operations, Precruise Revenue, Shore Excursions, etc., in their communications, while over exceeding guests’ expectations.
3. Deployment and Itinerary Strategy: Identify different types of customers’ needs with a focus on destination/itineraries that will generate awareness, interest, and drive demand. Understand how demographic onboard impacts our decisions when an itinerary change is needed.
4. Contact Center Agent Knowledge Management Audits and Review: Create writing and scenario training for our Contact Centers to ensure the guest is always at the forefront of our business.
5. Work with the Specialists to create talk tracks for all Contact Centers to ensure messaging is uniformed at all consumer points of contact.
6. Guest Analytics: Work with Analyst to interpret consumer data to find insights that will allow for communication messaging enhancements.
7. Be able to create and lead presentations that tell the story on data and how it affects the business.
8. Strategize on how to improve email analytics related to click & open rates.
9. Project manage operational functions to ensure optimal guest experience.
10. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their leadership.

KNOWLEDGE AND SKILLS:

1. Creativity complemented by strong analytic skills.
2. Highly organized, with strong project management skills, and the ability to manage multiple priorities concurrently from conception to completion and work under tight deadlines
3. Strong written and oral communication skills, ideally including mastery of copywriting and expertise in editing.
4. Strategic decision-making and able to make fact-based recommendations
5. Shows initiative and is able to develop strong working relationships with internal peers and agency partners and can get cooperation in a non-authority relationship.
6. Knowledge and understanding of global marketplace and consumer behavior.
7. Ability to analyze data, research, and analysis to make recommendations based on business needs.
8. Exhibit ability to interact with all departments and levels of management throughout organization and with external customers and companies.

QUALIFICATION AND EDUCATION

• Bachelor’s degree in Communications, Marketing, or related field.
• Execution of integrated customer communications and developing integrated communications strategies.
• Brand experience and knowledge of the various systems used in our contact centers preferred.
• Ability to think out-of-the-box and creatively brainstorm for strategic initiatives. Solution focused and detail oriented, with excellent knowledge of computers, Internet access and the ability to navigate within a variety of software packages including Excel, Word, Power Point or related programs.
• Occasional travel required

PHYSICAL REQUIREMENTS

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, includes about 25% travel to other office locations including internationally and may lift, push, pull or move 10-15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

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