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Sr. Manager, Inside Sales

Royal Caribbean Group

Royal Caribbean Group

Sales & Business Development
Miami, FL, USA
Posted on Wednesday, May 29, 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 and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Silversea Cruises brand has an exciting career opportunity for a full time Sr. Manager, Inside Sales on the North America Inside Sales Team reporting to the VP, Sales.

This position will work on-site in Miami, Florida

Position Summary:

Responsible for leading a team of motivated Account Executives that are responsible for driving Trade channel sales growth and providing exceptional levels of service to Silversea’s agency community and the field sales team. Also responsible for strategic planning and leading multiple high priority North America sales initiatives simultaneously, including running pilots, performing analysis, and developing insights to better drive North America Trade sales. The ideal candidate possesses strong analytical and relationship build activities. Experience leading sales teams is desired.

Essential Duties and Responsibilities:

  • Manage and motivate a team of individuals to sell Silversea cruises and related shore side products and services to a defined list of accounts within assigned territory.

  • Manage team performance to ensure daily productivity KPI’s are consistently met.

  • Implement governance to track team performance against KPIs and establish accountability for meeting objectives.

  • Create innovative client incentive programs that deliver sustainable sales growth and enhance agency loyalty.
  • Establish a system to monitor options on a daily basis and ensure every effort is taken to convert these to bookings before they expire.
  • Oversee transformational projects to enhance all aspects of the sales process.
  • Execute marketing activities (direct mail, email etc.) to stimulate sales and grow Silversea share of business within assigned agency portfolio.
  • Maintain regular contact with agency partners to ensure high levels of satisfaction and optimize long-term agency partner value.

  • Employ technical selling skills and product knowledge in all areas to ensure effective presentation of Silversea products and services.
  • Facilitate the ASD in capturing new business opportunities and growing the agency database with new/potential agency partners.
  • Lead regular training sessions focused on improving the team’s sales and commercial acumen.

  • Communicate and interact effectively with decision makers, at all levels internally and externally.
  • Maximize all opportunities in the process of closing a sale; service existing bookings and exercise upsell opportunities throughout the life of the agency partner relationship.
  • Assist in departmental sales efforts to move soft sailings and last minute inventory.
  • Conduct periodic calls to establish market & competitive conditions.
  • Maintain accurate records of all agency partners in TAM, utilizing company-supported technology tools and processes.

  • Provide regular sales reporting and analysis to help shape strategic direction and recommend tactical initiatives to capture opportunities or course correct if necessary.

  • Ensure the team maintains a detailed record of agency partner interactions and related activities, utilizing company-supported technology tools and processes.

  • Service existing bookings including making changes to reservations, accepting, and recording payments and assisting travel partners with arranging guest preferences. Research, provide information and liaise with other internal departments, to accommodate clients’ needs.

  • Conduct basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. Direct non-routine matters to the appropriate Silversea resource for special handling and resolution.

  • Liaise between the travel agents and the internal departments, throughout the booking process (e.g. shore excursions, hotels, land and air).

  • Adhere to all company policies, procedures and business ethics codes.

Qualifications, Knowledge and Skills:

  • Bachelor’s degree in Sales, Marketing or related field.

  • Approximate 5-7 years progressive experience in Sales, Marketing, or related field. Travel category experience a plus.

  • Strong project management skills required.

  • Strong business and analytical acumen.

  • Occasional travel required.

  • Possesses proven ability to lead teams and to lead significant cross-functional and cross-departmental initiatives.

  • Ability to quickly gain knowledge of the company and the broader cruise/leisure industry.

  • Knowledge of the sales process, and marketing channels, pricing and strategies.

  • Understanding of research information and performance metrics in relation to consumer trends, behavior and preferences as well as trade needs and expectations for use in determining strategy.

  • Knowledge and understanding of Canadian marketplace and consumer behavior.

  • Knowledge of revenue performance management and metrics and corporate revenue expectations.

  • Knowledge of Royal Caribbean International’s products, services and capabilities relative to competitors.

  • Ability to assemble and lead cross-functional teams to develop and achieve revenue maximization strategies that include input and buy-in from all stakeholders.

  • Ability to analyze corporate data, research and analysis to make recommendations for product strategy and success.

  • Exhibit ability to interact with all departments and levels of management throughout organization and with external customers and companies.

  • Effective internal and external communication skills for development of comprehensive and impactful communication strategy.

  • Advanced skills in Excel

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.