Director, Consumer Sales

Carnival Corporation•Fort Lauderdale, FL

3d•Hybrid

About The Position

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 can’t. The Love Boat promises something for everyone. We are looking for a Director of Consumer Sales. The Director Consumer Sales (Cruise Vacation Planning) will lead the Onboard Sales Team and NAM Inbound Direct Sales to establish sales goals and work closely with GoPrincess teams, CRM IT team & CS support trams (WFM, Training & Enrichment, CR etc) in developing and aligning goals, sales processes and techniques, incentive plans, reporting and operational practices. This position is responsible for management, development and revenue generation through North American Inbound Direct Sales (maintaining the relationship with our current partners and developing a optimization strategy for increase channel share and business efficiencies) and Onboard Sales (Future Cruise sales) for all channels to achieve established sales goals while initiatives to increase channel growth. This role will participate in the growth of all (NAM) Consumer Sales with a focus on IB Direct Sales and Onboard Sales revenues by implementing approaches that complement sales efforts and support the company’s overall Direct Sales Strategy. Position will direct ongoing strategy, analysis, training, and coaching. Responsible for IB Consumer Sales department generating approximately $237.5M annually and Onboard (OBR) Sales of $110M annually.

Requirements

10+ years of progressive leadership experience in consumer sales, contact center operations, travel, or hospitality.
Proven success leading large, multi-layered sales organizations with direct revenue accountability exceeding $100M+.
Full P&L management experience, including labor costs, vendor contracts, and commission structures.
Deep experience in performance management, coaching, QA, and operational discipline.
Track record of leading teams through organizational change while maintaining stability and morale.
Strong cross-functional leadership experience in complex, matrixed environments.
Cruise or luxury hospitality experience strongly preferred.
10+ years of progressive leadership experience with a proven track record of driving revenue results in high-touch consumer sales or comparable environment.
Demonstrated experience managing P&L responsibility, including labor costs, vendor contracts, and commission structures.
Experience leading multi-geography or multi-site sales operations with 50+ team members.
Bachelor's degree required; or equivalent combination of relevant experience successfully leading and delivering significant projects.

Nice To Haves

Managerial experience leading and/or influencing multi-site call center teams.
Excellent leadership, interpersonal, and listening skills.
Excellent communication skills with high-level writing and verbal proficiency.
Effective in the broad dissemination of information.
Strong knowledge of best practices in customer service and call center environments.
Project management and/or business administration skills required.
Solid relationship building, organizational, and time management skills.
Experience leading teams to successfully execute multiple deliverables under strict time constraints while providing strategic guidance, direction, and coaching.

Responsibilities

Set enterprise-wide vision and strategic direction for OBR Sales and NAM IB Direct Sales goal alignment.
Develop and execute strategies to increase sales and meet or exceed revenue targets across all channels.
Monitor and evaluate IB Direct Sales and Onboard Sales performance, driving channel growth through data-driven decision-making, high operational efficiency, and adherence to company policies and procedures.
Analyze operations of OBR Cruise Sales Consultants and IB Direct Sales to develop and review performance reporting (i.e. CRM dashboards, automated operational reports, lead assignment reports) to identify gaps and opportunities.
Work with Management Team to address issues, training needs and process improvements.
Discuss, review, report on roadblocks with actionable improvement plans & strengths related to promos and tools.
Develop and manage consistent feedback and communication processes in collaboration with management and support teams.
Develop appropriate sales and associated KPI goals.
Communicate goals and expectations clearly to the team.
Implement ER approved accountability processes as necessary to ensure departments reach their sales goals and OBR Sales (all channels).
Address technical, process and ER issues as appropriate to optimize the efficient operation of the Departments.
Elevate to ER and management as needed.
Collaborate with cross-functional teams including Marketing, Integrated Marketing, Product, Revenue, etc. to align strategies and maximize sales opportunities.
Collaborate with Management, Sales Support/Training specialists & Analytics team to optimize sales.
Coordinate and collaborate on the implementation of CRM enhancements by assisting with outlining improvements and requirements, communication, UAT, training and post-implementation monitoring.
Fostering and building a strong relationship with third party organizations (GoPCL) to build best practices, processes, sales activities in order to generate increased sales KPIs.
Implement and maintain quality control protocols that meet company standards.
Uphold adherence to applicable standards and regulations (e.g., PCI DSS, HIPAA).
Conduct routine audits and compliance assessments.
Proactively identify and mitigate operational risks, including those related to geopolitical factors.
Ensure compliance with company standards and business requirements.
Implement compliance practices and strategies throughout the team and overall department functions.
Develop and mentor Manager and Sales Coaches and ensure coaching/administrative responsibilities are delivered consistently.
Provide visibility and support for OBR Cruise Sales Consultants.
Ensure that no channel conflict exists between Direct and Trade channels.