Senior Loyalty and Cruise Sales Manager
- Reference:
- FSB-FRX-03149
- Recruiter:
- Carnival UK
- Category:
- Guest Services Jobs
- Salary:
- Competitive
- Updated:
- February 27, 2017
As a market leader in the cruise industry, we operate spectacular ships all over the world. Join us as a Senior Loyalty and Cruise Sales Manager and you’ll discover that working at sea is more than just a job. It’s a way of life. As the Senior Loyalty Manager you will effectively manage the Loyalty and Cruise Sales team to maximise revenue opportunities and deliver a high level of service through exceeding guest expectations in the delivery of the brand loyalty scheme – The Peninsular Club.
Main Activities and Responsibilities
Strategic Leadership
- Develop strategies and proactively seek new ideas for initiatives to deliver increased sales and improved guest experience
- Recognises the link between Loyalty and Sales in context with the wider business
- Develops new insights into situations, questions conventional approaches and encourages new ideas and innovation
- Plan annual/seasonal ship strategy
- Collate competitor feedback to support overall strategies for both Loyalty and Cruise Sales
- Deliver well thought out and articulated business proposals
- Rapidly adjusts to new information/changing conditions or unexpected obstacles and maintains effectiveness
- Attend regular conference calls to share feedback and ideas with wider fleet
- Work on ship consistency projects to ensure that all ships are operating at a consistent level of service where appropriate
- Create business plan outlining key initiatives to improve both sales and customer service
People Management / Coaching / Development / Resourcing
- Acts as a role model, anticipates and plans effectively for change
- Identify and unlock employee potential
- Create an open and honest team culture with mutual respect
- Challenges team and responds well to being challenges
- Deliver training sessions to grow team ability
- Encourages creative tension and differences of opinions. Anticipates and takes steps to prevent counter-productive confrontation
- Work with your team on development and succession planning
- Carry out loyalty training for ship’s officers/crew
Budget Management / Financial Responsibilities / Revenue / Sales / Cost Management / Cost Control
- Identify sales opportunities
- Manage on board events & discretionary budget
- Ability to develop creative marketing plans
- Track spend and ROI from entertainment budget
- Accurately record spend and ROI to ensure effective use of budgets
- Ensure appropriate cover for the Loyalty and Cruise Sales desk to effectively capture sales
- Write proposals for future initiatives to support commercial priorities and see plans through to completion
- Work with shoreside managers to plan campaign strategies
- Ensure stock is effectively managed to avoid wastage
- Continually review marketing strategies to ensure effectiveness
- Support tactical priorities and keep abreast of commercial needs
- Provide commercial updates to the Loyalty and Cruise Sales team and ensure that the SMT are aware of commercial performance
- Plan in advance, requesting marketing materials in good time
- Ensure FCD reconciliations are carried out regularly and with accuracy
- Track and collate data regarding marketing effectiveness and analyse trends
Customer Responsibilities (Internal & External Customers)
- Seamlessly manage the delivery of the benefits of the Loyalty scheme on every cruise
- Act quickly and calmly when a passenger’s requirements or demands change, or escalate in a timely manner
- Work towards onboard resolution for loyalty related complaints
- Identify opportunities to go the extra mile for passengers
- Ensure that the whole ship understands and demonstrates the values of our loyalty scheme
- Understand the passenger profile and adjust strategy in line with this
- Promote future booking in a brand sensitive way so as not to detract from holiday experience
- Regularly review CSQs and put action plans into place to improve scores
- Pro-actively plan and run loyalty events outside of the published scheme
Technical (including systems) and/or Professional Responsibilities
- Effectively use the supply and inventory management system
- Proficiently use MS Office Software
- Become an expert in Polar booking system, able to train others to use it effectively
- Effectively use CORe to deliver loyalty scheme benefits
Administration Responsibilities
- Compile stakeholder updates – including end of cruise report
- Proof read all Customer Comms to ensure accuracy
- Produce training plans for new starters and for ongoing training needs
- Provide support to Loyalty and Cruise Sales team on a day to day basis
HESS Responsibilities
- Health and Safety
- Report all accidents, ‘near miss’ incidents and work related ill health conditions to manager / supervisor / team leader and to the safety department
To be considered a suitable applicant for this role you will:
- Have experience working to challenging targets in a services environment
- Have extensive knowledge of the travel industry
- Experience hosting events and delivering presentations to increase profit, generating opportunities and exceeding sales targets.
- Continually strive to improve passenger satisfaction scores and effectively resolve issues or complaints
- Have good command of written and spoken English
This is an excellent opportunity to further develop your career with a company who puts its people and customers at the centre of everything we do. The contract lengths are either 4 or 6 months onboard with 2 months leave, and life onboard involves working 10 hours a day, 7 days a week. Your 10 hours will be split between morning, afternoon and evening activities. In return you will receive a competitive rate of pay, single cabin, and the enviable opportunity to travel the world and to contribute to the ongoing success of Carnival UK.
Carnival UK
Carnival UK is a market leader in the cruise industry, widely recognised by our famous brands P&O Cruises and Cunard. We operate ships all over the world and provide unforgettable holiday experiences to our guests. At Carnival UK, we are about to go through a huge amount of growth and with 2 new ships on the horizon, Carnival UK has big plans for the future!
P&O Cruises
One of the most recognizable and respected names in travel, market-leading P&O Cruises has been operating for more than 170 years. With seven ships in the fleet, from our family friendly flagship Britannia, to Iona, our newest cruise ship which is the largest ever built for the British market, P&O Cruises creates extraordinary travel experiences. We are expecting Iona's sister ship in 2022.
P&O Cruises offers the most stylish and contemporary destinations including the Caribbean, South America, Scandinavia, Mediterranean, Atlantic Islands and Round the World cruises.
Cunard
Cunard is an international luxury travel brand offering unparalleled experiences on board the most iconic Ocean Liners in the world; Queen Mary 2, Queen Victoria and Queen Elizabeth. Cunard celebrates the freedom to travel and with an incomparable heritage of over 175 years and outstanding White Star Service, Cunard continues to set new standards in ocean travel. Queen Mary 2 provides the only regularly scheduled transatlantic service between New York and Southampton, England. In 2022 our 4th Queen will join our Cunard fleet.
At Carnival UK as part of Carnival Corporation, our highest responsibility and top priorities are to operate safely, to protect the environment, and to be in compliance everywhere we operate in the world. On this foundation, we aspire to deliver unmatched joyful vacations for our Guests, always exceeding their expectations. We are committed to a positive and just corporate culture, based on inclusion and the power of diversity. We operate with integrity, trust and respect for each other - seeking collaboration, candour, openness and transparency at all times. And we intend to be an exemplary corporate citizen leaving the people and the places we touch even better.
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