Associate Vice President, Consumer Sales

Holland America Group-posted 3 months ago
Full-time • Executive
Fort Lauderdale, FL
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One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone. We are looking for an amazing Associate Vice President, Consumer Sales to fill this role, which is based in our Fort Lauderdale office. As the AVP of Consumer Sales at Princess Cruise Lines, you will lead our global sales transformation while driving inbound and outbound performance across a high-impact team. This role is responsible for designing and executing strategies that accelerate revenue growth, expand our sales reach, and elevate our guests’ experience.

  • Builds and leads strategic sales plans focused on measurable performance improvement, revenue growth and effective budgeting.
  • Champions innovation by integrating AI, analytics, and CRM capabilities into day-to-day sales operations.
  • Orchestrates cross channel guest experiences across voice, chat, social, text, and email channels.
  • Partners with Marketing to optimize lead flow, scoring models, conversion strategies and budget allocation for campaign effectiveness.
  • Brings a strong executive sales presence that energizes the team and promotes a culture of high performance and accountability.
  • Excels at collaborating across internal teams to align execution with shared goals including budgeting.
  • Drives contact center sales KPIs including conversion rates, AHT optimization, and productivity.
  • Monitors and facilitates lead re-assignment to ensure proper team conversion and capacity.
  • Supports scalable expansion of Salesforce capabilities and ensures frontline adoption.
  • Implements advanced analytics for real-time performance monitoring, predictive modeling, and agent coaching insights.
  • Leads cross-functional efforts to simplify outdated processes and remove barriers to execution.
  • Provides hands-on leadership in hiring, mentoring, and developing sales leaders and teams.
  • Maintains compliance standards across all sales practices and ensures effective policy governance.
  • Ensures strict adherence to TCPA regulations, PCI compliance, and international calling laws.
  • Possess the ability to own sales budget planning, forecasting, and performance tracking with a strong focus on ROI.
  • Manages full P&L responsibility including labor costs, vendor contracts, and commission structures.
  • Experience in the cruise, travel or hospitality industry preferred.
  • Experience with seasonal business cycles and capacity management during peak booking periods.
  • Familiarity with global business operations and vendor partnerships is a plus.
  • A working knowledge of Six Sigma or similar continuous improvement methodologies.
  • Experience implementing AI-powered solutions for sales automation.
  • Experience with compliance and budgeting rules.
  • 20+ years of successful sales experience, including leadership of high-volume inbound and outbound call center teams.
  • Proven track record managing 250+ contact center sales staff with demonstrated improvement in conversion rate and revenue growth.
  • At least 10 years in senior leadership experience managing multiple leaders while driving organizational growth.
  • Strong working knowledge of CRM platforms, preferably Salesforce, and use of data and analytics tools.
  • Outstanding communication, negotiation, and stakeholder management skills.
  • Previous experience in budget planning, incentive design, and performance management.
  • Cruise and Travel Privileges for You and Your Family
  • Health Benefits
  • 401(k)
  • Employee Stock Purchase Plan
  • Training & Professional Development
  • Tuition & Professional Certification Reimbursement
  • Rewards & Incentives
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