Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.
As we continue to grow, we are now strengthening our Guest Experience team with an Operational Guest Communications Executive in our Ipswich Head Office on a hybrid basis.
You will be responsible for assisting with designing, managing, maintaining, and delivering all operational guest communications across booking to boarding journey, as well as supporting our onboard comms. This includes communication which enables guests to plan their holiday with confidence, maximise their onboard experience, and drive incremental revenue opportunities. The role acts as the central owner of all operational guest comms, ensuring clarity, accuracy, and consistency.
Key Responsibilities:
1. Own and continuously monitor the guest communication roadmap across the booking to back home journey to ensure it is relevant and providing the desired objectives.
2. Ensure communications support guest planning, digital self-service, and increased pre-cruise and onboard spend.
3. Develop templates, standards, and compliant processes for our Guest segmentations.
4. Own our online Help Centre, a single source of truth for our team and Guests.
5. Work closely with our Contact Centre data lead to ensure comms are relevant.
6. Oversee creation, quality assurance, and delivery of operational and transactional messaging.
7. Manage communications triggered by IROPs (Irregular Operations) and Crisis on a timely basis.
8. Work closely with onboard teams to ensure communications follow approved templates.
9. Support ships with updating and revising communication templates into the new agreed format.
10. Partner with key stakeholders in departments such as Contact Centres, Guest Experience, our Ships, CRM and Product Owner.
11. Work with digital and CRM teams to optimise messaging channels.
About You:
12. Experience in guest communications, operations, or customer experience.
13. A cruise line or tour operator background is desirable but not essential.
14. Understanding of the guest journey from booking through to boarding and the impact of communications at each stage.
15. Able to balance guest satisfaction with commercial goals.
16. Data-driven decision-making.
17. Experience in using a CRM, Microsoft Office, and other relevant tools.
18. Excellent written and verbal communication skills.
19. Detail-focused and consistent.
20. Guest-centric and solutions-oriented.
21. Analytical mindset with exceptional attention to detail.
22. Full driving licence, including the ability to travel within the UK and overseas on board our fleet, which may include evenings and weekends.
This is a full-time, permanent role, working 35 hours per week on a hybrid basis (3 days in the office, 2 days at home).
Fred. Olsen Cruise Lines offer a wide range of benefits including AXA Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme. Attached to this advert you will find a full job profile and details of our Company benefits on offer.
Our Values:
23. We are caring - “We trust and care for each other, our guests and our environment”
24. We are positive - “We live and share a positive attitude”
25. We are real - “We are always ourselves and respect others”
26. We are a team - “We are more than a team; we are a family”
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.