Manager, Consumer Sales UK/EMEA

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 & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

ABOUT THE COMPANY

Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Whether you want to gaze at icebergs or palm trees, the choice is yours. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.

ABOUT THE ROLE

The Manager, Consumer Sales UK/EMEA will be responsible for all items related to operating a team of Sales Coaches and Agents that achieve and surpass departmental KPIs.

Training

• Responsibilities include, but are not limited to creating training materials, equipment and tool access, refresher training as needed, and endorsement of trainees to Production.
• Accountable for ensuring the team is skilled (or upskilled through recurring training) to communicate effectively with a high-net-worth clientele that is demanding and that places a high value on the efficiency of their time.
• Accountable for enablement of training processes that provide a path for the team’s development to industry-leading product and destination proficiency.

Production

• Evaluating strengths and weaknesses of all Coaches, developing individual coaching plans, providing resources and assistance, and sharing strengths across the team in order to Implement a KPI strategy that emphasizes maximisation of Marketing ROI and Guest experience metrics.
• Responsible for collecting feedback related to Product Updates and Emerging Issues, Work Environment, and Sales Strategy / Trends to collaborate and communicate with the Consumer Sales Director on identifying future business developments & opportunities to increase ROI.
• Accountable for making sure all executive escalations are addressed using:

• • Excellent customer service skills to assist and handle guest concerns and adhering to existing guidelines and
  • Knowledge of all available resources, including concession grids and other complimentary department stakeholders.

• Analyse weekly, monthly and quarterly goal attainment and performance, spotting opportunities to ensure Sales Coaches are optimizing short-term and long-term Revenue performance.
• Responsible for the creation of Agent scorecards, Agent Reward and Recognition, and Incentive verification.
• Evaluating Lead Management strategy through continuously developing & enhancing reporting on leads to identify emerging opportunities. This will ensure maximisation of all lead sources and strives for a continuous increase of our conversion rate.
• Responsible for an Optimal department Floor Plan.

Global Duties

• Responsible for implementation of Global pilot programs, often times from the ground up. This includes coach development, establishing KPIs, getting regional feedback to enable continuous evaluation and improvement of process, and establishing relationships with key stakeholders in that region.
• Global travel required on an “as needed” basis.
• Assistance in creating training materials, procuring equipment and tool access, conducting refresher training as needed, endorsement of trainees to Production, and establishing temporary and long-term solutions to on-site and remote support.

Employment / End of Employment HR related Duties

• Accountable for obtaining resignation letters and responsible for performing a root cause analysis identifying possible gaps in process which contributed to a voluntary resignation.
• Responsible for issuing disciplinary action when needed.

Requirements

• Minimum of three years of experience in a sales leader role, preferably within Cruise sector.
• Proven track record in driving tangible results.
• Knowledge of the luxury market – extensive travel experience or luxury travel work equivalent (minimum 3 years) is preferred.
• Ability to communicate with a clientele that is demanding and inflexible. High end sales or hospitality experience (minimum 3 years) is preferred.
• Strong knowledge of the sales process.
• Takes initiative and understands a Goal centric environment.
• Analytical and understands data analysis / analytics.
• Communicates and interacts effectively with team members.
• Ability to foster sound relationships interdepartmentally.
• Adhere to all company policies, procedures, and business ethics codes.