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The Royal Caribbean Group’s Celebrity Onboard Revenue Operations Team has an exciting career opportunity for a full time Manager, Product Experience, Destination Experiences reporting to the Director, Destination Experiences
Position Summary
The Manager, Product Experience on the Destination Experiences team is accountable for developing the long-term strategy and action plan for delivering over 3000 tours to the brand’s guests. This will entail creating the product positioning and communication plan for all destination experiences, as well as the model for how the brand partners with third party tour operators. Additionally, the role will entail creating a strategic plan to deliver various destination focused products that are not only revenue optimal, but also enhance the overall guest experience.
Celebrity’s guests always expect exceptional service and a seamless experience whether on our ships or at the destination. The Manager will help achieve this by evolving the way in which this experience is delivered, from when guests are searching for their vacation to the second, they get back on the ship from their tour. This will include various projects from guiding the creation of digital tools to working with our operational teams on the best way to improve guest experience.
This Manager will be part of a high-performing team responsible for one of the top producing revenue-generating businesses for the brand. Reporting to a Director or Senior Director of Destination Experiences, the Manager of Product Experience will lead a small team of direct reports. The ability of this individual to drive decisions and deliver results through effective strategic planning, 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
Recommend the long-term product strategy for execution and delivery as it pertains to shore excursions and cruise and land packages. Develop holistic product positioning framework for all offerings under Destination Experiences. Manage the process of how all guest facing tour descriptions are structured, written and presented. Develop the model and standard operating procedure for various products including but not limited to Hop on/Hop off Pre/Post Cruise Tours and Overnight Experiences. Manage the long-term agreement framework for all existing and new operators and partners. Collaborate with various internal stakeholders, conducting research and analysis, identifying new opportunities, engaging new external partners, and delivering a thorough competitive assessment that will establish the long-term strategic destination experiences product offering. Influential manager as part of a high performing team, providing structure, process and culture of collaboration that extends to internal and external stakeholders. Effectively deliver product concept briefs, product guest experiences briefs and success criteria for future, long term destination experiences. Support the development of communication strategies by working with marketing, the web, ecommerce and CO teams, and develop marketing materials for trade partners. Partner with new tour operators and partners in strategic regions and destinations. Develop a recommendation for how the destination experience product delivery may extend to the onboard experience during strategic itineraries or on select cruise ships. Develop and include a risk assessment of all strategies to ensure there is holistic understanding of the recommended product strategy. Work with limited direction, usually within a complex and often ambiguous environment, to drive rigorous, fact-based recommendations to executives, functional, or regional management. The role will involve liaising with internal partners in Deployment, Destination Development, Supply Chain, Marketing, Government Relations, Revenue Management, Hotel Operations, Onboard Revenue, Port Operations, IT, Guest Travel Services, Public Relations/Corporate Communications, Risk Management, Legal, Audit, Compliance and the International Offices. It also requires supporting partnerships, product development and negotiations with external partners such as tour operators and transfer providers.
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 and Skills
Bachelor’s degree in related discipline or equivalent, directly related experience. Master’s degree or higher is a plus. 3-5 years or more in a leadership role or project that developed, led and/or recommended a strategic framework or strategy for a brand or profit center. Longer tenure with this type of experience would be a plus. 2 or more years or more of experience in cruise or travel industry, tour operator related business, or experience in destination product development or strategy. 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 both high-performing strategic and operational teams. Experience in recommending and developing strategy and executive-level product or business recommendations. Ability to travel up to 10-30% of the time. Very collaborative and an exemplary great communicator in speech, writing and presentation creation. Highly Analytical. Ability to convert raw information into applicable strategies. Proactive, demonstrate outstanding problem-solving skills and successful in a group setting. Exemplary leader who inspires and motivates team & stakeholder performance. Highly organized. Methodical in research, order, prioritization and implementation. Strong attention to detail and process management. Exceptional project management skills with ability to drive consensus in cross functional teams. Demonstrated ability to think strategically and frame new and complex issues. Exceptionally good storyteller who can flex across technical and business, and influence people across all levels. Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and a global matrixed organization.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. Responsibilities include traveling between numerous offices. A high noise level is possible if visiting shipboard or offsite locations.
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.
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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