Lead, Guest & Trade Services

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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead, guest & trade services reporting to the Head of Guest & Trade Service.

The Guest & Trade Services Lead is responsible for the overall sales & operational delivery for LACAR IRs and Brazil contact center in the LACAR region. The primary objective is to maximize revenue-generating opportunities, identify efficiencies and ensure the quality to customers is constantly improved. This is achieved by aligning with the brand’s strategic priorities and delivering on effective account management of our supplier and its contractual obligations via performance measurement of KPI’s and SLA’s.

The role is accountable to maximise performance through efficient ways of working the operational & sales processes in the contact center and delivery of continuous improvement projects whilst maintaining the highest standards of guest experience in line with the company’s expectations.

Working closely with the Guest Experience team and LACAR IR contact center, Guest & Trade Services Lead responsibilities extend to giving direction and resolution advice to the supplier and the brand teams as well as activating and managing incidents across LACAR IRs and Brazil market from start to finish.

Essential Duties And Responsibilities

ACCOUNT, SALES & STAKEHOLDER MANAGEMENT

• Manage KPIs, SLAs and work with the supplier and other remotely managed departments to continuously improve sales performance & maximize the guest experience
• Deliver effective working relationships and plans with key supplier contacts and exchange feedback on a weekly basis
• Be accountable to brand stakeholders by ensuring the supplier delivers to the brand strategies
• Provide Leadership Team with performance updates and attend meetings to update when necessary
• Contribute to the planning and input on Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Deliver Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Propose, build and manage an annual incentive & educational plan for contact center
• Responsible for reviews & approvals of supplier strategies to deliver maximum performance and mitigate risks
• Initiate & manage the success of the operational action plans to correct underperforming areas. Evaluate & measure the improvement of the supplier.
• Give direction of the quality assurance expectations with focus on effectives sales techniques, provide feedback and coaching and attend calibration sessions
• Responsible for communicating financial new tasks to the agents in call center and update training plans if needed
• Attend weekly & monthly status review calls on overall performance with the supplier’s Operations Management

OPERATIONAL DELIVERY & CONTINUOUS IMPROVEMENT EFFICIENCIES ACROSS LACAR IRs and BRAZIL CONTACT CENTRES

Guest Experience

INCIDENT MANAGEMENT

ADMINISTRATION

Experience / Knowledge & Skills

Qualifications

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.

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