United States Other 2 months ago

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.

COMPANY OVERVIEW:

Celebrity Cruises is a global, multi-billion-dollar, luxury cruise line based in Miami, Florida with local offices in Singapore, Hong Kong and Sydney, Australia. Celebrity Cruises has a fleet of fifteen ships, sailing the Caribbean, Europe, Alaska, Asia, South America, Galapagos, and Australia/New Zealand.

In 2022, the brand revealed the third of its five game-changing, Edge Series ships, voted by Time Magazine as “One of the Best Places on Earth”. The brand also launched Celebrity Flora, elevating the destination experience and commitment to sustainability in the Galapagos. In 2018, Celebrity began its “Revolution” project, investing in upgrades to the Millennium and Solstice series of ships. The brand aspires to “Open up the World” through extraordinary destinations, culinary excellence, intuitive service, luxurious accommodations, and stunning design. In 2020, Celebrity Cruises won over 160 awards in the leisure, travel, hospitality, innovation, and cruise line categories.

JOB SUMMARY:

As The Regional Sales Communications and Support Executive, you will own the day-to-day operations and processes for trade support ensuring maximum effectiveness, efficiencies, and outstanding customer service to our internal and external customers. Also, you must ensure that policy updates and tactical promotions are communicated to partners in a timely fashion.

You will be a forward and strategic thinker and will be able to create forward strategies for continuous improvement and efficiencies and own all the administrative tasks for all the trade channels. You will be the key between trade partners, international representatives and preferred sales representatives proving each with the necessary tools to help drive the Celebrity Cruises business across Asia.

Some of your duties include:

Trade Partner Support (IRs & PSRs)

  • Be an expert across our booking systems, training and supporting trade, IRs, PSRs where required on the booking process, triaging booking queries to the appropriate department for resolution.
  • Oversee the Trade Support email inbox, ensuring all queries are dealt with efficiently and within agreed service levels targets.
  • Manage trade partner onboarding including new agency set ups in conjunction with the RCI Trade Support Executive, ensuring access to all systems, and facilitate trade partner updates within internal systems.
  • Responsible for managing all contact data and ensure that our systems are up to date.
  • Build and develop relationships with key strategic partners to ensure efficient processes and optimised flow of information.
  • Work with Contact Centre teams and Guest Engagement to ensure continuous communication and alignment of processes.

Sales Team Support

  • Work closely with and provide daily support to Director and Business Development Managers.
  • Work with Sales Management team to identify new opportunities to support the Sales Team and ensure continuous improvement.
  • Ensure the smooth running of day-to-day operations including the printing and delivery of trade partner collateral, Ship visit administration support and ad hoc requests and queries.

Sales Communication

  • Ensure all announcements, policy updates, tactical promotions, new deployments, redeployments etc. are communicated to the trade, IRs and PSRs in a timely fashion.
  • Manage the sales distribution list based on appropriate segments and channels.
  • Review the Celebrity Commitment or Celebrity Sales email regularly to pick out relevant global trade materials (flyers, pamphlet, e.g.) that our IR and PSR can localize.
  • Own the online learning portal, Celebrity Learning, encouraging trade uptake with yearly refresher content renewed.
  • Assist with English to Chinese translations where necessary. Communicate with our China and Taiwan partners in their language of choice.

Events

  • Coordinate Trade Partner Events and Trade Shows in coordination with sales and marketing. Including invitations, confirmation of attendance, stand and venue requirements, organizing delivery of materials and attendance to support the sales team.
  • Coordinate ship inspections and onboard events. Liaise with shoreside and shipboard key personnel to ensure an organized and well managed process.
  • Support and manage other events as required including CLIA events and Ship Inaugurals.

Agency Maintenance

  • Use New Agency Process for set up of new Trade Partners in conjunction with RCI Trade Support.
  • Administer Trade Partner Updates (amends to profiles)
  • Responsible for managing all contact information and ensure that the AS400 system and all reporting tools are up to date.
  • Collaborate with the Commercial Analyst on sales reporting to ensure AS400 hierarchy is accurate and reflected in BI Sales Dashboard. Assist with administration and support for Salesforce. Ensure commission plans are accurate and up to date.
  • Liase with I.T support on System issues, reporting and management.
  • Work with the Sales Team to ensure process updates and changes are administered and the team are fully updated and trained accordingly.
  • Maintaining agreed timescales and service level requirements.

QUALIFICATION, KNOWLEDGE & SKILLS:

  • 3+ years of experience in the travel industry
  • A strong customer service ethic with effective end-to-end follow through of cases
  • Strong, effective verbal and written communication skills in English and Mandarin to be able to support the English and Chinese email or phone correspondences in a language preferred by the travel agency partner.
  • Highly motivated, a positive ‘can do’ attitude and a collaborative team player.
  • Strong knowledge of Celebrity Cruises
  • Excellent negotiating and influencing ability and interpersonal skills
  • Problem solving skills and ability to use own initiative
  • Ability to occasionally travel occasionally and work flexible hours required.
  • Ability to work both independently and as part of a team

WHY WORK FOR US:

Royal Caribbean Group has been recognized by Ethisphere, a global leader in defining and advancing the standards of ethical business practices, as one of the 2021 World’s Most Ethical Companies for the sixth consecutive year. The experience of travelling to exciting places; the chance to work with a fantastic group of people from all over the world; the recognition and support provided by the company; the opportunity to grow your career to the next level and the ability to explore new paths on the open seas are just a few fantastic reasons.

APPLICATION PROCESS:

Please click APPLY now and fill out the required information. We thank you for your interest, due to the number of applications we ask all candidates to provide their base salary expectation when completing their profile to help us with our screening process.

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.

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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