Manager, Product Management and Planning, Destination Experiences

Royal Caribbean Cruises Ltd•Miami, FL

3d•Onsite

About The Position

In this position, you would be responsible for managing a team of people and cross-functional teams that ideate, plan, and deliver high quality products and experiences for Celebrity Cruise guests. This position champions the product vision and strategy to every stakeholder and partner, ensuring the Celebrity Cruise experience is manifested through detailed guest journey mapping, product playbooks and integrated planning throughout Hotel Operations. You would manage a team responsible for the implementation and execution of all new concepts, experiences, activities, dedicated spaces, and programming for Celebrity Cruises. You would manage various strategic rollout efforts on new ships, modernization efforts for existing fleet, shore and ship experiences and private destinations. This position will lead all the elements of the guest experience, from developing guest experience briefs, through design and execution ensuring that concepts are brought to life in line with strategic goals and with a full understanding of feasibility (operational). To be successful, you must work collaboratively with other teams, including Product Strategy, Consumer Insights, Brand Marketing, Operations, Newbuild, Design, Marketing, Digital, Sales, Risk Management and Revenue Management. You would also evaluate existing destination tours and experiences offered in a port of call or homeport to determine strengths and opportunities; as well as make recommendations for product differentiation to achieve the brand’s long-term guest satisfaction and revenue-driven ambitions. You would identify short- and long-term opportunities that include pre / post-cruise travel and land vacation experiences, as well as possible overnight stays by the ships by further developing our tour options, and hotel and transfer options. The opportunities may also extend into the shopping experience while in port; and destination related onboard experiences as well as bringing the destination on board.

Requirements

Minimum 8 years of experience in a product, design, or other similar role developing experiences for consumers. Product owner experience required.
Bachelor’s degree in a relevant field of study. Master’s degree a plus.
Experience in leading teams / organizations in bringing high quality products to market.
Proven track record of success in fast-paced environment with demanding timelines.
Experience in a project management, consumer insights, or strategy-focused role highly preferred.
Ability to effectively provide overall vision and leadership across a large ecosystem of partners and builders, that spans product definition, design and construction.
Experience in recommending and developing strategy and executive-level product or business recommendations.
Ability and willingness to travel up to 40% of the time.
Very collaborative and an exemplary communicator in speech and writing.
Highly organized. Methodical in research, order, prioritization, and implementation. Strong attention to detail and process management.
Proven ability to collaborate with and achieve actionable results through others, plus the ability to build strong and sustainable relationships along with the capability to interact with all levels of the organization.
The ideal candidate will possess a combination of creative thinking and executional skills, able to problem solve in the moment with creative solutions that keep everyone focused on the vision.

Nice To Haves

Past Experience working with Architects / Designers / Creative and Innovation Consultants a plus.
Experience in the travel industry a plus.
Master’s degree a plus.
Experience in a project management, consumer insights, or strategy-focused role highly preferred.

Responsibilities

Product definition:
Provides direct management, direction and collaboration with all partners and stakeholders ensuring that the products being created for Celebrity Cruises are viable, feasible and desirable for our guests. In addition, fosters and develops a highly collaborative team dynamic and approach that connects various disciplines from the brand, operations, and all partners to ensure a successful product.
Ensures that concepts are marketable, drive guest satisfaction and ultimately drives revenue.
Creates stories (in the form of presentations) outlining the business environment, current product positioning, competitive landscape, insights, and data findings to share recommendations and updates with senior management as well as partners and stakeholders.
Product delivery:
Accountable for the products and experiences that are developed for Celebrity Cruises and is ultimately responsible for the final delivery of the product, realizing the strategic vision and bringing to life the desired experience for our guests.
Works with Operations, Newbuild, Marketing and senior leadership to ensure proper awareness, collaboration, approvals, and planning is not only in place, but seamlessly integrated into a repeatable process.
Works closely with operations and design teams on lead run of show events to showcase programming and ensure the guest experience will be delivered on strategy/vision.
Establishes startup plans and training materials to ensure each concept / experience is flawlessly executed.
Works with creative partners to name, create visual identity and craft narratives to bring the concepts to life. Also works closely with creative agencies and other vendors or contractors to bring the product vision to life.
Works closely with the Marketing Communications team, Public Relations, Creative Agencies and Revenue Management to ensure the latest information is being accurately depicted in the brands communication and systems.
Aligns on key product differentiators with the Go to Market teams to ensure buy-in and future marketability of new concepts and experiences.
Product standards:
Leads the collaborative effort of establishing, evolving, and maintaining our Celebrity Cruises brand essence, ensuring the Experience Development standards, practices and experience design guidelines are consistent across all products, projects, and teams.
Owns and manages the product and experience audit and post-delivery success monitoring of new products and experiences.
Manages the travelling shipboard Experience Development program to ensure onboard product delivery is consistent with the vision and playbooks of new products as well as shore experiences. Schedules reviews as needed. Presents feedback and audits results to leadership.
Establishes and maintains design experience guidelines to ensure Creative Agencies, Operations and Newbuild teams (along with new hires within the team) have the needed information to develop proper branding, customer centric programming and are able to design and build venues that deliver against the desired guest experience.
Product roadmap:
Works in close collaboration with Product Strategy, Brand Strategy and Newbuild to develop annual operating plans for Experience Development, including advocating for the appropriate funding as necessary to meet the proper design quality standards while ensuring the aspiration for each product is delivered.
Identifies clear short and long-term goals for the team and effectively project manages complex timelines and deliverables.
Operational Excellence:
Manages the program and governance for all guest facing product changes that are identified by product owners or key stakeholders in the business. Ensures that all product changes are thoughtfully considered and a full operational and guest facing plan is developed prior to any change taking into effect.
Personnel management:
Responsible for all aspects of personnel management (e.g., hiring, training and development, etc.) of her/his direct reports.
Enhances and evolves the Experience Development team direct reports by coaching and developing required skills, roles and responsibilities needed to concept and execute experiences for the brand.