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Retail & Revenue Operations Manager

Royal Caribbean Group

Royal Caribbean Group

Miami, FL, USA
Posted on Tuesday, May 21, 2024

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Onboard Revenue Manager - Revenue Partners and Revenue Operations - is responsible for the day-to-day operations and oversight of select inhouse revenue streams and outsourced revenue streams through partnerships. This position manages and supports shipboard employees across the fleet and globally who are delivering the product, experience, and service to Celebrity Cruise customers. The Manager is accountable to the optimization of onboard revenue goals by partnering with commercial teams to develop and recommend price and promotional short term and long-term strategies. This management role effectively communications product standards, product enhancements and service standards to the shipboard crew and partners responsible for the execution. This position is accountable for the training materials, quality assurance process and standard operating procedures that all shipboard crew adhere to and follow.

This position analyzes and reviews financial data, guest satisfaction data and consumer insights to identify areas of opportunity. Implements strategic initiatives on time and on budget. Develops action plans to address the areas of opportunity. This Manager is part of a high-performing team that would define and identify revenue opportunities and revenue accelerators that will improve financial margins and grow the business effectively year over year.

Reporting to a Senior Director or Director within Onboard Revenue in Hotel Operations. The Manager may lead a small to mid-size team of direct reports shoreside. This position has direct management over one to two positions on each ship in the fleet.

The ability of this Manager to influence, drive decision and deliver results through effective communication skills, process expertise and project management will have a considerable impact on the success of the brand’s long-term destination experience revenue-generating business.

Essential Duties and Responsibilities:

  • Oversees the product delivery, product standards and service levels of select revenue streams.
  • Responsible for the training, standard operating guidelines, and audits of specific guest experiences across the fleet. These experiences are for pay, but may also include complimentary experiences. • Responsible to influence the year over year revenue growth of select revenue streams. Including providing feedback on target setting and forecast trends.
  • Reviews revenue forecasts, actual performance and variance analysis and determine courses of action and promotional plans for discussion, approval, and implementation.
  • Presents and addresses revenue performance of the fleet at monthly financial reviews.
  • Manages shipboard crew. This includes scheduling, recruiting, and hiring of management and key positions within the shipboard team.
  • Establishes, builds, and maintains relationships with partners that deliver and development revenue experiences across the fleet.
  • Liaises with all revenue partners on issues regarding revenue standards, pricing, revenue performance and development of new products and services, as well as operational issues such as inventory, staffing and berthing. This also includes the discussion and agreement of annual revenue targets.
  • Develops synergies between revenue partners and the brand to develop better cross promotion of products and services.
  • Develops or adjusts strategies and tactics to increase guest participation and maximize profitability of the revenue areas.
  • Identifies new revenue ideas and programs to be developed for shipboard implementation that support corporate and Hotel Operations' strategic and operational goals. Work with the Hotel Operations to identify the optimal scheduling opportunities for revenue related activities.
  • Ensures consistent brand standard image for guest-contact promotional materials and events. This includes the promotion of on-board collateral including the Celebrity Daily, television/electronic media, direct-to-stateroom mail, and point-of-purchase displays.
  • Identifies and leads the development of reports and initiatives to better leverage existing information and systems (i.e.: high value guest report and demographic data)
  • Interfaces with Celebrity Marketing and Captains Club program for development of new programs as well as maintaining brand standards across our operations.
  • Works with our revenue partners in conjunction with our newbuilding department to design operational space concepts and layouts for new and revitalized ships within our fleet.
  • Collaborating with various internal stakeholders, conducting research, identifying new opportunities, engaging new external partners, and delivering a thorough competitive assessment that will establish the long-term strategic product offering.
  • Influential manager as part of a high performing strategic team, providing structure, process and culture of collaboration that extends to internal and external stakeholders.
  • Responsible for audits, scouting trips, knowledge maps, trend assessments, SWOT analyses to define scope and opportunities.
  • Serve as a representative of the brand at internal and external cross-functional conversations, events, and projects.
  • Performs other duties as required. 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 supervisor or management.

Qualifications, Knowledge & Skills:

  • Bachelor’s degree in related discipline or equivalent, directly related experience. Master’s degree or higher would-be a plus.
  • 3-5 years or more in a management or leadership role within a team responsible for delivery of a product or experience. 3-5 years or more of experience in cruise or travel industry, tour operator related business, or experience in destination product development or strategy, is a plus. Longer tenure with this type of experience would be a plus.
  • Proven track record of success in fast-paced environment with demanding timelines.
  • Experience in working within high-performing strategic teams.
  • Experience in a project management, a plus.
  • Experience in recommending product or business recommendations.
  • Ability to travel up to 45-55% of the time.
  • Very collaborative and an exemplary great communicator in speech and writing.
  • Highly Analytical. Ability to convert raw information into applicable strategies.
  • Proactive, demonstrate outstanding problem-solving skills and successful in a group setting.
  • Exceptional project management skills with ability to drive consensus in cross functional teams.
  • Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and a global matrixed organization.

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.