Cruise Planners Travel Agency

Compliance

• Manage digital marketing campaigns across multiple platforms
• Analyze campaign performance and optimize for better results
• Create and execute marketing strategies for global markets
• Collaborate with international team members across different time zones

Compliance Specialist

Customer Support

• Oversee daily operations of the Customer Service department, also known as the Care Team.
• Provide ongoing coaching and support to Care Team members through regular monitoring and bi-weekly one-on one sessions.
• Ensure team members take full responsibility of customer issues and collaborate with other departments to drive timely resolutions.
• Conduct regular team meetings to share best practices, call-handling techniques, vendor promotions, project updates, and tool rollouts.
• Monitor chat volume, response times, and Freshdesk metrics (calls, tickets) to ensure service level agreements (SLAs) are consistently met.
• Collaborate with Care Team Leaders to manage timesheets, shift coverage, and attendance.
• Assist the Care Team Training & Development Specialist with onboarding and training of new Care Team members.

Travel Customer Support Manager

Accounts Receivable

• Record daily wire and ACH transactions in NetSuite
• Sort and process mail, create both manual deposits and lockbox deposits and scan all relative information for posting
• Follow up with vendors to obtain missing remittance information
• Upload payments from Paymode and researching any discrepancies
• Maintain an accurate master deposit log to support timely reconciliation and audit readiness
• Post commission deposits to the respective deposit log timely and accurately
• Monitor cash repository accounts to ensure that activity is being posted to the correct GL accounts
• Record batch credit card & CVENT journal entries daily
• Reconcile credit card repository account daily
• Reconcile V3V5 weekly – cash receipts journal and the commission recall journal to ensure that all deposits reconcile in both MCP and general ledger
• Review customer service tickets daily for questions on agent coop, missing commissions, and other ancillary deposit questions
• Provide customer service by assisting with phone calls regarding agents and vendor inquiries
• Process ACH returns for commission payments to agents due to closed or incorrect bank information
• Research unapplied payments by obtaining and reviewing remittance information to determine the appropriate deposit classification (coop, override, or commission)

Accounts Receivable Specialist

Accountant

• Manage the COOP order-to-cash process, including invoicing, vendor communications, and accounts receivable.
• Monitor COOP receivable aging and follow up on open invoices.
• Assist with month-end and year-end close processes.
• Prepare month-end journal entries with supporting schedules and post to the general ledger.
• Prepare and maintain account reconciliations.

Staff Accountant

Growth Marketing

• Oversee Franchise Marketing and Marketing Automation activities
• Create and track performance metrics and goals for ongoing digital campaigns
• Analyze email marketing data and develop campaign strategies based on personas, demographics, previous travel history, geolocation and online behavior
• Compile marketing metrics and ROI data and prepare reports for executive team and travel partners
• Champion online trends, track analytics/KPI’s for digital and mobile activities
• Manage lead gen program including SEO and/or AI optimization, advertising/marketing plan

Compliance Specialist

Travel Customer Support Manager

Accounts Receivable Specialist

Staff Accountant

Senior Manager, Growth Marketing