Manager, Product Digital Sales - Miami, United States - Royal Caribbean Group

Description

The Manager of Product Digital Sales is responsible for the global trade channel digital product automation growth program (sales & service), commercial business intelligence and analytics (reporting, statistical forecast models, data mining, ROI analysis) and brand compliance for Royal Caribbean International, Celebrity Cruises and Silversea. The role is responsible for defining, designing, developing, delivering, and managing the automation growth program (sales & service) across the automation ecosystem (suite of tools, and applications, which includes the trade website - , Espresso, External Booking Tools and other B2B applications, tools & resources) with a focus on driving continuous improvement, automation growth (sales/service), conversion and online ticket revenue. The Manager of Product Digital Sales delivers the strategic vision to elevate and grow the automation footprint across the entire ecosystem and executes plans and initiatives to target partners that have the potential to increase automation and drive operational efficiencies and deliver cost savings. Additionally, this individual is responsible for the oversight of trade brand compliance across all sales channels to monitor, enforce and resolve rebating violations, copyright, trademark infringement and domain recovery among other trade policies and code of conduct. The Manager of Product Digital Sales is also responsible for managing, coaching and the development for a team of 2-3 individuals responsible for the Automation Growth program and analyst. The

Manager will embrace and align to the team's strategic vision and key themes of Modernize our digital capabilities, Embrace automation across all facets of our business and Enhance our self-service capabilities.

This role will serve as the liaison between Digital Sales and partnering/collaborating with team members and other key areas within the company such as IT, Revenue Management, Marketing, Trade Support & Service, Hotel Operations, Global Markets, and other Digital/Data teams.

Essential Duties and Responsibilities:

• Directs, counsels, and manages the day-to-day functions of the Automation Specialist and Analyst.
• Accountable for the performance of the automation growth program to deliver the KPIs and automation targets, product performance and metrics to determine the success of visits, bookings, conversion, and revenue goals. Interprets/relates data and insight to digital team for program initiatives, product assessment and potential system enhancements.
• Responsible for the annual business planning process; development of annual department Capital Plan to support sales goals and objectives.
• Develops strategies and initiatives to support the automation growth program and commercial business intelligence and analytics to enhance/elevate the digital footprint.
• Manages trade brand compliance across all sales channels to resolve copyright, trademark infringement and domain recovery.
• Monitors the external environment and identifies opportunities to fulfill the e-Commerce Sales & Marketing strategy.
• Works with subordinate staff members to ensure all areas meet desired goals and objectives; confers with peer management in Sales organization to ensure mutual objectives are met.
• Participates in the creation of planning models that supports the organization's mission and values based on an internal and external needs assessment.
• Participates with senior management in the development of long-range planning and objectives.
• Develops and executes Sales & Marketing strategies and initiatives to promote trade web site, booking tools, applications, programs, and automation.
• May participate in contract negotiations to meet corporate cost savings.
• Primary point of accountability for program/product performance, quality, and trade satisfaction.
• Analyzing and evangelizing program/product opportunities.
• Aligning program/product strategy and roadmap with brands' and corporate KPIs.
• Collaborate across all Sales channels to develop an integrated program/product plan to increase automation at higher yields across all regions, territories and segments (Individual and Group Distribution).
• Incorporating customer, market, and competitive analysis into strategic recommendations.
• Partnering closely with different business teams representing user and company needs. Examples include IT, Revenue Management, Marketing, Trade Support & Service, Global Markets, etc.
• Presenting to internal stakeholders and establishing self as the resident product expert with deep understanding of all business processes.
• Collaborate with leadership, peers, and colleagues to determine product and business priorities.
• Contribute to overall program/product vision, strategy, development, and execution.
• Continually assessing technology and new business solutions to provide a best-in-class customer experience.
• Ensure product backlog represents a plan for increasing automation, online revenue, and customer value.
• Managing teams to deliver multiple workstreams in parallel.
• Manages and monitors the automation specialist and analyst to ensure the team is properly prioritizing efforts, communicating, optimally using resources, and delivering solutions in a timely manner.
• Collaborate with internal/external team members to identify issues, drive optimization, organization, and efficiencies for program/product support.
• Owns and Evaluates program/production issues to deliver solutions and distribute accountability.
• Overseas program/product support and maintenance to find areas of improvements and efficiencies.
• Ensures the automation specialist and analyst team have the tools, process and structure needed to perform at a high level.
• Responsible for monitoring sites performance and the development of KPIs.
• Accountable for cost savings by meeting corporate automation targets.

• • Partner with Sales finance team to manage Product Digital Sales automation growth budget, forecast, incentives and related expenses.
  • Work with Analyst to track product metrics, performance, and automation goals.

• • Bachelor degree in a related discipline and/or equivalent, directly related experience required.
  • At least 7+ years experience working in a large enterprise environment.
  • Experience in all stages of commercial business intelligence and analytics methodology from planning, development, Q/A, deployment.
  • Strong business and analytical acumen
  • Familiar with conducting and implementing analysis and recommendations which deliver results.
  • Experienced working with IT technical resources as well as customer facing teams.
  • Experience managing multiple issues and prioritizing with sound judgment.
  • Experienced and understanding of key web support and Dev Ops tools (Jira, Slack, etc.)
  • Strong management, leadership, and collaborative experience with internal departments with emphasis on: IT, Revenue Management, Marketing and Data Scientist.
  • Strong management, leadership and collaborative experience working with external creative/marketing agencies, on-line technical and marketing partners, research, tracking and performance firms and suppliers.
  • Experience in managing multiple stakeholders and properly establishing communications and productive working relationships.
  • Experienced with communicating complex issues to top level executives.
• • Experienced with managing others and collaborating with large teams.
  • Travel Industry eCommerce experience preferred.
  • Ability to be detail oriented and execute at a tactical level.
  • Strong interactive marketing experience and moderate technical background preferred.
  • Must be a highly organized self-starter able to manage multiple concurrent work streams, producing high quality deliverables while working with minimum supervision.
  • Web experience preferred.
  • Flexibility to changing priorities and able to work on several projects simultaneously

• • Experience with Power BI, DAX, SAS, Python, SQL
  • Thorough understanding of multilayered organization and establishing clear workflows.
  • Knowledgeable on operational web tools (Jira, Slack, etc.)
  • Strong ability to assess and prioritize based on brand/department KPIs.
  • Thought leadership skills, including the ability to recognize trends/opportunities and formulate recommendations relevant to the business.
  • Excellent ability to work in team environment.
  • Strong planning, analytical, project management and leadership skills.
  • Strong written and verbal communication skills and outstanding attention to detail.
  • Ability to flourish in an extremely fast-paced, high-growth entrepreneurial environment.
  • Excellent interpersonal/communication skills to interact with team members, partners and all levels of employees and management, both internal and external.
  • Strong negotiating skills and understanding of legal contracts.
  • Strong understanding of systems, internal controls, and the ability to develop processes and procedures to support the company's operation.
  • Previous experience with managing budget a plus.
  • Must have the ability to prioritize and manage multiple responsibilities successfully.
  • Ability to work in a complex, matrix environment where priorities change rapidly, and tight deadlines exist is required.
  • Proactive and resourceful thinker, proposing new ideas and thinking strategically about the tasks in front of them.
  • Ability to collaborate on strategies and craft tactical solutions to achieve strategic goals.