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.
Position Summary:
Based in Miami, FL and reporting to the AVP, Guest Experience, the Director, Guest Experience and Onboard Revenue is responsible for leading the people and teams that ideate and deliver high quality products for our guests. This role leads the product vision for every stakeholder and partner, ensuring the Royal Caribbean International experience is manifested through amazing vacation products and processes guest, travel partners, crew and employee forms, surveys and emails.
The Director will lead the team(s) responsible for implementation of all new concepts, experiences, activities, dedicated spaces and programming for Royal Caribbean International. Oversee seven teams:
- Guest communication & experience for Royal Caribbean International.
- Guest communication for Celebrity Cruises.
- Project management for the Ultimate World Cruise functions including but not limited to, communications, operations, logistics, reporting, guest documents, onboard revenue, etc.
- Voyage Reconciliation team balances guest counts at the end of each sailing. Their function provides Revenue Accounting with data needed to report Revenue for the company.
- Administrative team books and redeems requests from guests and travel partners supporting Trade Support & Services Call Centers.
- Guest Information department processing over 50 different functions using Macros, Robotic and manual processes.
- Lost & Found/Lost Luggage department connects shipboard found items with reported guest and crew Lost Items.
This person will manage various strategic rollout efforts on new ships and new products for Onboard Revenue & Guest Experience. This role will lead all the elements of the guest experience, from brief, through design and execution ensuring that concepts are brought to life in line with the strategic goals and with a full understanding of feasibility (operational and construction). S/he must be able to lead multiple product and project teams simultaneously, thrive in a fast paced and dynamic environment and connect unexpected threads across teams and disciplines. To be successful, the Director must work collaboratively with other teams including Product Innovation, Operations, Newbuild, Design, Marketing, Digital, Sales, Risk Management and Revenue Management.
Performs the following duties personally or through subordinate Lead, Analysts, Specialists, Supervisors and staff. Establishes departmental work standards and goals, consults with other departments to define projects and reporting needs. And analyzes software and hardware requirements to perform established roles.
Essential Duties and Responsibilities:
At a high-level, responsibilities for this role will include:
- Product strategy: Provide ongoing leadership for the strategic direction of the product/experience. Ensure strategic alignment between all stakeholders and partners throughout the product development process.
- Leverage Consumer Insights to bring forward the voice of the consumer and ensure we are improving the overall vacation experience with every new product.
- Provide guidance over the strategic direction for the new concepts and experiences. Partner and collaborate closely with key stakeholders from the various departments across the organization to understand how to adapt and evolve the strategy as necessary.
- Provide direction and guidance for the product roadmap.
- Product definition: Provides oversight and leadership ensuring that the products being created for Royal Caribbean International are viable, feasible and desirable for our guests. In addition, the Director must foster a highly collaborative team dynamic and approach that connects various leader from the brand, Newbuild and all partners to ensure a successful product is delivered.
- Ensure that concepts are marketable, drive guest satisfaction and ultimately drive revenue.
- Oversee all aspects of design and execution while continually enhancing our products.
- Create 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 partners and stakeholders as well as senior executives and EC members.
- Foster a highly collaborative team, where cross discipline communication is paramount to the successful delivery of the product.
- Product delivery: The Director is ultimately accountable for the products and experiences that are developed for Royal Caribbean International, providing ongoing executive leadership throughout the product development lifecycle (and beyond).
- Ensure that collaboration, approvals and all milestones are seamlessly integrated into a repeatable process.
- Provide leadership for operations and design teams on run of show events to showcase programming and ensure the guest experience will be delivered on strategy/vision.
- Oversee the creation of startup plans, playbooks and training materials to ensure each concept/experience is flawlessly executed.
- Work closely with Newbuild leaders and other architectural/design/construction partners to ensure physical products meet brand expectations.
- Provide leadership for the team and creative partners as they work on name, create visual identity and craft narratives to bring the concepts to life.
- Own the Marketing Communications team, all necessary contact center actions associated to the product or project, Public Relations, Creative Agencies and Revenue Management to ensure the latest information is being accurately depicted across all consumer touchpoints.
- Deliver quality products by leveraging data from Insights & Analytics to influence development of the product.
- Align on key product differentiators with the Go to Market teams to ensure buy-in and future marketability of new concepts and experiences.
- Product standards: Guides the collaborative effort of establishing and maintaining our Royal Caribbean International ¿experience DNA¿, ensuring the product development standards, practices and experience design guidelines are consistent across all products, projects and teams.
- Define and evolve 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.
- Develop and implement methods and procedures for monitoring products, from inception through development and into operation to ensure each product or experience is successful (and continues to be successful).
- Product roadmap: Leads the team responsible for the roadmap for his/her domain and works collaboratively with other leaders (Project Management, Finance, Strategy, Newbuild) to develop annual operating plans for product development, including advocating for the appropriate funding as necessary to meet the proper design quality standards while ensure the aspiration for each product is delivered.
- Personnel management: Responsible for all aspects of personnel management and team culture (e.g., hiring, training and development, etc.) of her/his direct reports and overall team.
- Enhance and evolve the Product Development team by defining required skills, roles and responsibilities needed to concept and execute experiences for the brand.
- Develop the critical thinking and concept development skills of team members.
- Lead by example and help develop a positive and inclusive culture
- Information requirements: Consults with management to determine boundaries, requirements and priorities of new projects, and discuss system capacity and equipment acquisitions.
- Prepares progress reports to inform management of project status and deviation from goals.
- Supervises Lead, Analysts, Specialist and Supervisors. Assists staff as needed to ensure proper workflow and database integrity. Staff is located in 4 different offices worldwide.
- Works with Information Technology department in testing any programming software or hardware changes for department. Creates Information Technology documents to automate new processes. Either with Robotic, Macros or manual procedures. Writes testing specifications for application programming changes.
- Manages government relationships and government regulations for sailings.
- Oversees ship APIS (Advanced Passenger Information Systems) transmissions to governmental agencies for clearing of guests and crew. Provides 24-hour coverage to ensure compliance. Port electronic manifest transmission support for worldwide clearance.
- Keeps ships updated with any APIS changes in regulations. Reports to management, governments and ships whenever there are any technical issues. Acts as intermediary between Ships and Information Technology when problems arise or between Ships and Governments when transmissions have technical issues or timelines are not met.
- Automates and locates efficiencies providing better guest impact.
- Partners with numerous departments to help automate their functions or processes. Develops and sets strategies for general company procedure improvement
- Analyzes department workflow and workers job duties to recommend reorganization or departmental realignment within company.
- Reviews reports produced from departmental processing.
- Coordinating needs of various departments and adjust work flow of staff when required.
- Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management
Qualifications, Knowledge & Skills:
- The ideal candidate will possess a combination of leadership, inspiration, creative thinking and executional skills, able to problem solve in the moment or craft compelling and influential stories to ensure broad alignment on a vision is accomplished.
- Product & delivery depth:
- Deep knowledge and extensive track record in leading teams through the development of physical products and experiences, with an understanding of how to get consumer-centric solutions to market with a high degree of success
- While not a technology role there should be a decent understanding of consumer technology trends (mobile device capabilities, wearables, VR, etc.)
- Experience leading the development of products grounded in strategies driven by consumer insights
- Ability to effectively provide overall vision and leadership across a large ecosystem of partners and builders, that spans product definition, design, and construction
- Exceptional verbal and written communication and project/program leadership skills, including the ability to communicate effectively at the senior most executive levels of the company
- Ability to assemble, lead and influence cross functional teams to execute against a vision
- Experience building/hiring/shaping successful teams that deliver results
- Able to craft and tell a compelling, if not influential, story for audiences of all levels including the most senior executives
- Ability to interpret extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Define problems, collect data, estalibhs facts, and draw valid conclusions.
- Results-oriented:
- 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
- Ability to think strategically and drive ideas into action, with a positive outlook and willingness to take personal initiative
- Strong analytical skills, ability to quickly synthesize data, identify implications and implement change
- Ability to grasp the complexities of the business, and effectively translate that into a strategy that drives measurable results
- Process orientation; demonstrated ability to develop repeatable processes or improve an existing process in and out of creative/product/concept development
- Obsessive attention to detail and follow-through
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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