Product Delivery Manager
Role Overview
The Product Delivery Manager is responsible for overseeing and delivering the complete onboard guest experience across assigned cruise ships. Working in line with company standards and guest expectations, the role ensures the successful preparation, execution, and continuous improvement of the onboard product and service offering.
In partnership with the Head of Guest Experience, Head of Hotel Operations, Procurement, and the Chief Experience Officer (CXO), the Product Delivery Manager ensures operational excellence, brand consistency, achievement of KPIs and revenue targets, and the delivery of an exceptional cruise experience for every guest.
Key Responsibilities
Guest Experience & Product Delivery
Take full ownership of the end-to-end onboard guest experience, ensuring delivery aligns with corporate standards and brand expectation
Work closely with internal stakeholders to maintain onboard service standards, ensure compliance with operational procedures, and identify priorities for ship improvements.
Collaborate with the Head of Guest Experience, Group Head of Hotel Operations, Procurement, and the CXO to develop and implement the Guest Experience brand strategy in a way that is operationally deliverable onboard.
Monitor onboard product delivery performance and ensure consistent compliance with agreed standards.
Review guest feedback, surveys, analytics, and comment forms to identify improvement opportunities and implement corrective action plans.
Support the development and implementation of new product and service enhancements across the fleet.
Operational Performance
Act as the primary point of contact for Hotel Directors and Guest Services Managers on all product and service-related matters.
Monitor ship performance across guest satisfaction, onboard revenue, operational KPIs, and compliance measures.
Produce monthly operational performance reports for the CXO and senior leadership team.
Analyse onboard product delivery and revenue performance to ensure optimal execution across assigned vessels.
Review operational dashboards and work collaboratively with onboard and shoreside teams to drive continuous improvement and operational excellence.
Review daily operational logs to ensure smooth cruise operations and provide recommendations to onboard management teams.
Audits, Projects & Ship Support
Conduct regular ship visits to audit standards, support onboard teams, and ensure consistent product delivery.
Coordinate Mystery Shopper audits and manage all follow-up actions and improvement initiatives.
Support the planning and operational delivery of charter cruises in collaboration with the CXO.
Develop project plans and recommendations for hotel refurbishment and enhancement projects.
Manage weekly hotel snagging lists and work closely with Technical Officers to ensure all hotel equipment and facilities are maintained to required standards.
Key Skills & Experience
Minimum of 3 years’ management experience within a full-service hotel, resort, or cruise ship environment in a senior operational role.
Previous cruise ship experience is preferred but not essential.
Strong organisational, leadership, and problem-solving abilities.
Excellent verbal and written communication skills in English.
Proficient in Microsoft Office and onboard PMS systems such as Resco or equivalent.
Ability to analyse operational performance and make data-driven decisions.
Confident, accountable, proactive, and results-oriented approach.
Flexible and willing to travel regularly, including working weekends as required.
Committed to promoting a positive “can do, will do, with pleasure” service culture.
Key Performance Indicators (KPIs)
Onboard Revenue Margin (ONB REV) – performance-related bonus applicable
Onboard & Shoreside Operational Cost Performance (OPEX)
Onboard & Shoreside Guest Satisfaction / Net Promoter Score (NPS)
Product Delivery Compliance & Brand Standards
Mystery Shopper Audit Results
Operational Improvement & Project Delivery Metrics
benefits :
20 days holiday – increasing annually to 25 + bank holidays
Access to Sage Benefits offering many retail, gym, cinema discounts as well as a GP and personal counselling and advice, wellbeing
Employee of the month reward
Company performance annual reward
Ex UK Cruise after 6 months to enjoy
1 day for off for your birthday after 1 year
Friendly, open office environment as well as hybrid working pattern
Please notes: Must be able to travel internationally and drive due to travel requirements. ideally have a revenue and guest experience background