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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.
ABOUT THE COMPANY
Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Whether you want to gaze at icebergs or palm trees, the choice is yours. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.
ABOUT THE ROLE
The Manager, Consumer Sales UK/EMEA will be responsible for all items related to operating a team of Sales Coaches and Agents that achieve and surpass departmental KPIs.
Key Responsibilities
Training
* Creating training materials, providing equipment and tool access, conducting refresher training, and endorsing trainees to Production.
* Ensuring the team is skilled to communicate effectively with high-net-worth clientele demanding efficiency.
* Enabling training processes that develop the team’s product and destination proficiency.
Production
* Evaluating team members, developing coaching plans, sharing strengths, and implementing KPI strategies to maximize ROI and guest experience.
* Gathering feedback on product updates, issues, and sales strategies to inform business development.
* Addressing escalations, providing excellent customer service, and utilizing resources effectively.
* Analyzing performance metrics to optimize revenue performance.
* Creating agent scorecards, reward programs, and verifying incentives.
* Developing lead management strategies to improve conversion rates.
* Managing department floor plans for optimal operation.
Global Duties
* Implementing global pilot programs, developing coaches, establishing KPIs, and building regional stakeholder relationships.
* Traveling as needed for regional support and program implementation.
* Creating training materials and support solutions for on-site and remote teams.
HR Duties
* Managing resignation processes and analyzing reasons for voluntary resignations.
* Issuing disciplinary actions when necessary.
Requirements
* At least three years of sales leadership experience, preferably in the cruise sector.
* Proven results in sales performance.
* Knowledge of the luxury market; extensive travel or luxury travel experience (minimum 3 years) preferred.
* Ability to communicate with demanding, high-end clients; high-end sales or hospitality experience (minimum 3 years) preferred.
* Strong sales process knowledge.
* Initiative-taking and goal-oriented mindset.
* Analytical skills and data analysis proficiency.
* Effective communication and teamwork skills.
* Ability to build interdepartmental relationships.
* Adherence to company policies and ethics.
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