Royal Caribbean Group-posted 10 months ago
Full-time • Manager
Miami, FL
Water Transportation

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.

  • 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.
  • 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.
  • 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.
  • 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.
  • Longer tenure with leadership experience in strategic framework or strategy for a brand or profit center.
  • Longer tenure with experience in cruise or travel industry, tour operator related business, or experience in destination product development or strategy.
  • Competitive compensation and benefits package
  • Excellent career development opportunities
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