Onboard Guest Commerce Director (Hybrid In Miami)

Job ID 6652 Location Miami, Florida Date posted 07/25/2023

We are seeking an experienced and dynamic professional to join our team as an Onboard Guest Commerce Director. In this strategic role, you will be responsible for developing and executing innovative guest commerce strategies that enhance the onboard guest experience and drive revenue generation across our fleet. This position will cover key business: Internet, Spa, Art and Weddings. As the Onboard Guest Commerce Director, you will oversee a dedicated team and collaborate with various departments (marketing, booked guest website, business partners, IT, and guest shipboard operations) to ensure the seamless integration of guest commerce initiatives throughout the guest journey. Develop business case and capital expenditure plans for guest commerce. Manages the business partners for Spa and Art, including indirect supervision of 700+ shipboard TMs. Leads cross-category efforts for the Onboard Guest Commerce team: designing, implementing, and tracking pre/post/onboard commercial efforts.
Essential Functions

• Develop business strategies to support cross-category bundles to drive higher revenue
• Lead a team of professionals in executing guest commerce strategies, providing guidance, mentorship, and fostering a high-performance culture
• Support VP on preparation of business cases for Capital Expenditures and major business changes
• Prepare annual Connectivity, Spa, Art and Weddings business plan, including regular forecast revisions and reporting to be presented to executive leadership team
• Report key performance indicators to be presented to CCL Executive leadership team
• Continuously monitor and evaluate the performance of guest commerce initiatives (ongoing and past), utilizing key performance indicators (KPIs) and data analytics, and make data-driven recommendations for improvements that align to overall guest operation strategy
• Ship based travel
• Conduct thorough market research and analysis to identify emerging industry trends, competitive landscape, and guest preferences, translating findings into actionable strategies and revenue-generating opportunities
• Manage overall business performance, and propose changes to the annual plan based on commercial opportunities for all Onboard Guest Commerce areas, supporting the VP (analytics)
• Establish and manage vendor relationships (One Spa World, Park West, Starlink, Speedcast, eSpace, WMS, Telenor), negotiate contracts, and ensure optimal terms and conditions to drive profitability and deliver exceptional guest experiences (e.g. staffing, marketing communications, HESS and operational plans, pricing)
• Develop analytical models to optimize staffing levels of Spa and Art based on team productivity onboard
• Develop and implement a comprehensive onboard guest commerce strategy, encompassing Connectivity, Spa, Celebrations and Art, with a focus on enhancing guest satisfaction and maximizing profitability

Qualifications

• Master’s degree in Business Administration, Marketing, Hospitality Management, or a related field
• 10+ years of experience in guest commerce, retail operations, or a related field, ideally within the hospitality, cruise, or travel industry
• Ability to manage multiple projects simultaneously
• Excellent strategic thinking and business acumen, with the ability to develop and execute innovative guest commerce strategies
• Exceptional communication and interpersonal skills, capable of effectively collaborating with cross-functional teams and building strong relationships with vendors and partners
• Strong negotiation and vendor management skills
• Organizational skills to coordinate action plans and implement actionable strategies
• Excellent presentation skills to deliver effective and informative material
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Analytical mindset with proficiency in data analysis and KPI-driven decision-making
• Designing and implementing business plans and growth initiatives in complex organization
• Knowledge of industry trends, consumer behavior, and emerging technologies in the guest commerce space
• Exposed to a variety of industries (Ideally healthcare, beauty, consumer goods and/or Art)
• High-level proficiency with financial statement analysis
• Strong leadership skills with a track record of managing high-performing teams and driving results

The range for this role’s base salary is $120,800 - $160,000. Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles are also eligible for an additional vesting equity plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Paid Time Off
• Other Benefits
• Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
• Financial Benefits:
• Cost-effective medical, dental and vision plans
• Employee Stock Purchase plan
• On-site preschool program, wellness center, and health clinic at our Miami campus
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
• Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
• 401(k) plan that includes a company match
• Additional programs include company paid term life insurance and disability coverage
• Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Personal and professional learning and development resources including tuition reimbursement
• Health Benefits:
• Employee Assistance Program and other mental health resources

About Us
In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.
Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!
Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.