Skip to main contentA logo with &quat;the muse&quat; in dark blue text.
Royal Caribbean Group

Manager, Guest Trade Services

POSITION SUMMARY:

To manage a Service and Trade Sales business unit, Cir. 100 FTE responsible for delivering agreed sales and service metrics. The primary focus of the role is to achieve revenue targets and deliver a premium service to our Celebrity guests and the trade partner community. Operating in an omni channel environment - inbound and outbound calls - emails - Live Chat.

To coach, direct and motivate a team of supervisors to ensure that personal and team KPI's and objectives are met whilst staying true to the Celebrity/RCG brand vision and core values. Delivering against our World at your Service strategy ensuring that every interaction is Personalized, Knowledgeable and Genuine. (Celebrity Service WAYS culture) To manage and resolve escalated issues for both guests and trade partners. To drive continuous improvements in contact center efficiencies and revenue generation. Active member of the UK/I GTS leadership team.

Want more jobs like this?

Get Business Operations jobs delivered to your inbox every week.

By signing up, you agree to our Terms of Service & Privacy Policy.


Managing Operations

Key accountabilities

  • To lead the business unit to achieve the weekly and monthly performance targets:
  • sales revenue targets both ticket and pre cruise planner,
  • telephony and correspondences KPI's,
  • Quality assurance metrics and CSATS targets.
  • Working closely with the Training and Quality team:
  • to drive efficiency to ensure that all team members can articulate WHY Celebrity and have the skills and knowledge to deliver one touch on every call.
  • Cross and up skilling plans in place to manage peak traffic.
  • Preventative measures in place to reduce errors and costs
  • Working closely with the Work force planning manager to:
  • set shift patterns and deliver agreed service metrics
  • Continuous review of operational hours to ensure best utilization of resources.
  • Build key stakeholder relationships with Sales team, CEC, L&D
  • Own communication to team on all change
  • Leading by example and ensuring that the business unit delivers to the brand/RCG value set.
  • Own business unit Staff Satisfaction/engagement metrics
  • Act as point of contact for guests and trade partner escalations - resolving issues with the support of relevant business units.
  • Effectively support, communicate and deliver business change and marketing campaigns to ensure the team are well briefed and equipped to handle all communication interactions.

Job ID: royal_carribean-1030074300
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Company Outings
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
  • Financial and Retirement

    • 401(K)
    • Stock Purchase Program
    • Performance Bonus
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Access to Online Courses
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

Company Videos

Hear directly from employees about what it is like to work at Royal Caribbean Group.

This job is no longer available.

Search all jobs