Job Description

One of the best-known names in cruising, Cunard is the world’s leading international premium cruise line, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Cunard is well known for its White Star Service and Trans-Atlantic Crossings.

We’re looking for an amazing Manager, Customer Service Solutions and Operations to support our sister brand, Cunard. Cunard is one of the oldest and most famous ocean liners in the world. You’ll be responsible to lead the multi-faceted Customer Solutions team handling all Tier I contacts, Tier II & Tier III escalations for Cunard (North America) and delivery of the highest quality service to both internal and external customers and business partners and aligning with the organization’s goal of achieving the highest levels of guest satisfaction and loyalty while supporting the Company’s revenue strategy. This individual must have strong problem-solving skills, be detailed oriented and proficient at multi-tasking and prioritization. This motivated, proactive leader will also build and maintain relationships internally with business and shipboard partners, externally with guests and travel agent partners.

Here’s a summary of what Cunard is looking for in its Manager, Customer Service Solutions and Operations. Is this you?

Responsibilities

• Ensures resources are effectively allocated for optimal coverage and that performance metrics are achieved across areas of responsibility.
• Develops and analyzes trend reports to identify and address any systemic issues identified through data. Communicates and collaborates with all applicable stakeholders on appropriate resolution. Communicates results and business impacts to stakeholders at all levels up to C-suite executives. Ensures data integrity for all applicable systems, keep databases are current.
• Supervises and supports the Customer Service team. Manages departmental workflows and suggests optimizations, builds team continuity, provides coaching and feedback to team members, monitors overall team performance. Plans, coordinates, and leads regular team meetings and encourages team feedback to ensure open communication. Communicates department objectives and sets clear performance expectations. Facilitates career progression by seeking out appropriate staff training opportunities to improve their ability to achieve department goals and to facilitate their advancement within the company. Assists department Director with annual budget plan and monthly audit process.
• Develops and maintains strong partnerships with management responsible for Reservations, Guest Experience pre & post voyage, Sales and Legal to ensure ongoing partnership and collaboration related to areas of responsibility as appropriate. Continually identifies opportunities and solutions to improve departmental and company processes.
• Reviews and resolves highly escalated issues in all areas of responsibility and drives effective resolutions, involving appropriate stakeholders, including senior leadership as appropriate.
• Collaborates with other departments including Marketing, IT, Sales and Revenue Management to ensure any new initiatives are reviewed and communicated in conjunction with Customer Solutions programs to predict impact and identify solutions as appropriate.
• Supports management with the implementation of new programs, policies and process changes including system updates, department communications, and participating in cross functional workgroups as appropriate.
• Develops department dashboards and ad hoc reports via analysis utilizing Siebel and Power BI for various departments. Ensures compliance with all legal and legislative regulations and is responsible for department’s SOX compliance and control testing.

Requirements

• MBA or Master’s degree in business or Hospitality Management or related field preferred.
• Five or more years of marketing, sales, or customer service management experience within the hospitality industry.
• Strong leadership skills and ability to effectively manage team performance.
• Ability to effectively manage and resolve escalated issues and communicate complex information.
• Communicates effectively with all stakeholders to improve efficiencies and productivity.
• Excellent organizational and project management skills.
• Proficient in supporting virtual teams and experience with virtual collaborative tools.
• Strong technical expertise and ability to utilize all applicable systems.

Please note that this position is a Hybrid work schedule opportunity, 2-3 days in office per week.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Salary Range: $74,000.00 to $99,900.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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