Manager, consumer outreach inbound sales rciRoyal Caribbean Cruises

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.
Position Summary:
Responsible for meeting strategic direct guest Inbound Sales revenue goals as a percentage of overall North American Sales while growing and contributing to overall business objectives. Responsible for achieving profitable revenue generation by managing the development and overall performance of the Consumer Outreach Inbound Sales Coaches and Agents, specifically the Royal brand Consumer Outreach Inbound Sales Coaches and Agents.
Essential Duties and Responsibilities:
Develops and implements Consumer Outreach strategies and tactics in order to meet or exceed sales targets, optimal Quality Assurance objectives, productivity measures and other strategic goals. Collaborates across RCCL departments to pursue and develop additional revenue opportunities such as Pre-Cruise Planning sales and other programs.
Participates actively in meetings with the Marketing Department to discuss marketing strategies, campaigns, timing and strategy in order to appropriately staff and plan to maximize sales efforts and revenue achievement. * Provides the Consumer Outreach Coaches with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.
Directs the efforts of the Consumer Outreach Coaching staff in order to optimize performance, morale, enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies and Quality Assurance Standards, makes recommendations to improve center efficiencies and customer satisfaction.
Identify opportunities to develop and/or recommend sales skills enhancement tools and training and oversee the use of all Sales Skill Enhancement Tools such as Communication Coach, Witness Coaching/Development, Choice Air and any other applicable proprietary tools.
Effectively manages resources to meet all corporate objectives, determines and measures important metrics in order to effectively identify areas of strength and areas needing improvement including service levels, revenue attainment, abandonment, conversion (call to booking ratios), product yield, shrinkage, compliance, QA standards, Cabin category mix/revenue and any other statistical measurements/goals.
Ensures QA program is developed and is consistent with the strategy described by the business. Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or in the event that the program is not producing needed results. Ensures that all members of the Consumer Outreach Inbound Team represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives.
Recommends, interprets and implements company policies and procedures regarding direct customer bookings. Ensures all employees meet the highest standards of ethical behavior. Remains visible and approachable to all members of the Consumer Outreach Department to ensure open, 2-way communication
Successfully leads a large population of front line employees and partners with Human Resources in the screening and selection process, on-going employee management, provides developmental opportunities for consumer outreach employees, manages the performance improvement/disciplinary processes, and ensures the performance appraisal process is completed in a fair and timely manner.
Interfaces with all internal functions in order to build effective business relationships, facilitates problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains strong productive relationships among peers, subordinates and superiors. * Plays an active role in any required development and execution of both agent and Coach Incentive plans to ensure recognition and reward for the behavior changes that are going to make the organization successful.
Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
Responsible for Revenue Goal Attainment
Responsible for managing to cost of sale targets
Qualifications, Knowledge, and Skills:
Bachelor's degree or equivalent preferred and minimum 5 years¿ experience in industry or related field.
Successfully demonstrated leadership experience for at least 3 years
Extensive sales and call center experience preferably in the Travel Industry
Extensive training and coaching skills
Inbound call center background and experience essential to overall operation of business
Strong sales experience and customer service background essential
Strong record of successful direct to consumer sales and service preferred
Strong business acumen
Ability to achieve results within budget and target deadlines.
Ability to grasp/learn complex concepts quickly and independently.
Ability to develop and implement strategy for unique business opportunities.
Strong computer proficiency with analysis tools such as Excel and Access, travel booking software, Seibel, and other sales management tools and programs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
While performing the duties of this job, the employee is regularly required to talk, listen, and hear. The employee is frequently required to walk, sit, and use hands to operate a personal computer. Specific vision abilities required by this job include close vision and color vision.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
The environment includes that of a standard office and moving inside/outside the office. Job may require occasional travel. The noise level in the work environment is usually moderate
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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
Royal Caribbean Cruises

Philippines
Permanent
Full-time