Manager, Product Digital Sales

Royal Caribbean Cruises - Miami, FL

Full-time - Manager

Miami, FL

Administrative and Support Services

About the position

The Manager of Product Digital Sales is a pivotal role responsible for driving the global trade channel digital product automation growth program for Royal Caribbean International, Celebrity Cruises, and Silversea. This position encompasses a wide range of responsibilities, including commercial business intelligence and analytics, which involves reporting, statistical forecast models, data mining, and ROI analysis. The primary focus is on defining, designing, developing, delivering, and managing the automation growth program across the automation ecosystem, which includes various tools and applications such as the trade website CruisingPower.com, Espresso, and other B2B applications. The goal is to enhance continuous improvement, increase automation growth in sales and service, and boost online ticket revenue. In this role, the Manager will deliver a strategic vision aimed at elevating and expanding the automation footprint across the entire ecosystem. This includes executing plans and initiatives targeting partners that can enhance automation, drive operational efficiencies, and deliver cost savings. Additionally, the Manager is responsible for overseeing trade brand compliance across all sales channels, ensuring adherence to policies regarding rebating violations, copyright, trademark infringement, and domain recovery. The Manager of Product Digital Sales will also lead a team of 2-3 individuals focused on the Automation Growth program and analytics. This leadership role requires alignment with the team's strategic vision, emphasizing modernization of digital capabilities, embracing automation, and enhancing self-service capabilities. The Manager will act as a liaison between Digital Sales and various internal teams, including IT, Revenue Management, Marketing, Trade Support & Service, and Global Markets, ensuring collaboration and alignment across the organization.

Responsibilities

• Directs, counsels, and manages the day-to-day functions of the Automation Specialist and Analyst.
• Accountable for the performance of the automation growth program to deliver KPIs and automation targets, product performance, and metrics to determine success.
• Responsible for the annual business planning process and development of the annual department Capital Plan.
• Develops strategies and initiatives to support the automation growth program and commercial business intelligence and analytics.
• Manages trade brand compliance across all sales channels to resolve copyright, trademark infringement, and domain recovery.
• Monitors the external environment and identifies opportunities to fulfill the e-Commerce Sales & Marketing strategy.
• Works with subordinate staff members to ensure all areas meet desired goals and objectives.
• Participates in the creation of planning models that support the organization's mission and values.
• Participates with senior management in the development of long-range planning and objectives.
• Develops and executes Sales & Marketing strategies to promote trade web site, booking tools, applications, programs, and automation.
• May participate in contract negotiations to meet corporate cost savings.
• Primary point of accountability for program/product performance, quality, and trade satisfaction.
• Analyzing and evangelizing program/product opportunities.
• Aligning program/product strategy and roadmap with brands' and corporate KPIs.
• Collaborate across all Sales channels to develop an integrated program/product plan to increase automation at higher yields.
• Incorporating customer, market, and competitive analysis into strategic recommendations.
• Partnering closely with different business teams representing user and company needs.
• Presenting to internal stakeholders and establishing self as the resident product expert.
• Collaborate with leadership, peers, and colleagues to determine product and business priorities.
• Contribute to overall program/product vision, strategy, development, and execution.
• Continually assessing technology and new business solutions to provide a best-in-class customer experience.
• Ensure product backlog represents a plan for increasing automation, online revenue, and customer value.
• Managing teams to deliver multiple workstreams in parallel.
• Manages and monitors the automation specialist and analyst to ensure proper prioritization and timely delivery of solutions.
• Collaborate with internal/external team members to identify issues and drive optimization for program/product support.
• Owns and evaluates program/production issues to deliver solutions and distribute accountability.
• Oversees program/product support and maintenance to find areas of improvements and efficiencies.
• Ensures the automation specialist and analyst team have the tools, process, and structure needed to perform at a high level.
• Responsible for monitoring sites performance and the development of KPIs.
• Accountable for cost savings by meeting corporate automation targets.

Requirements

• Bachelor degree in a related discipline and/or equivalent, directly related experience required.
• At least 7+ years experience working in a large enterprise environment.
• Experience in all stages of commercial business intelligence and analytics methodology from planning to deployment.
• Strong business and analytical acumen.
• Familiar with conducting and implementing analysis and recommendations that deliver results.
• Experienced working with IT technical resources as well as customer-facing teams.
• Experience managing multiple issues and prioritizing with sound judgment.
• Experienced and understanding of key web support and Dev Ops tools (Jira, Slack, etc.).
• Strong management, leadership, and collaborative experience with internal departments.
• Strong management, leadership, and collaborative experience working with external creative/marketing agencies.
• Experience in managing multiple stakeholders and establishing productive working relationships.
• Experienced with communicating complex issues to top-level executives.
• Experienced with managing others and collaborating with large teams.
• Travel Industry eCommerce experience preferred.
• Ability to be detail-oriented and execute at a tactical level.
• Strong interactive marketing experience and moderate technical background preferred.
• Must be a highly organized self-starter able to manage multiple concurrent work streams.

Nice-to-haves

• Experience with Power BI, DAX, SAS, Python, SQL.
• Knowledgeable on operational web tools (Jira, Slack, etc.).
• Strong ability to assess and prioritize based on brand/department KPIs.
• Thought leadership skills, including the ability to recognize trends/opportunities.
• Excellent ability to work in a team environment.
• Strong planning, analytical, project management, and leadership skills.
• Strong written and verbal communication skills and outstanding attention to detail.
• Ability to flourish in a fast-paced, high-growth entrepreneurial environment.
• Strong negotiating skills and understanding of legal contracts.
• Strong understanding of systems, internal controls, and the ability to develop processes.

Benefits

• Health insurance coverage
• Dental insurance coverage
• 401k benefit for retirement savings plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities
• Employee discount programs