Cruise Planners Travel Agency

Business Development Rep

• Collaborates with the team to strengthen relationships with Top Producing franchise owners and identify opportunities for business development, sales growth and enhanced engagement through ongoing coaching and group sessions.
• Supports Top Producer Managers with designing, coordinating, and delivering sales training initiatives and training programs.
• Provides additional support to the team to interact with more top producers and uncover business opportunities
• Identifies and understand Top Producing Agencies’ individual business goals and collaborates with Managers on creating customized marketing plans and setting goals.
• Leverages proprietary technology tools to monitor the progress of Top Producing Agencies and overall sales
• Assists Managers with weekly personalized communication to ensure Top Producing Agencies are kept abreast of internal processes and sales opportunities.
• Assists Managers with Top Producers group sessions
• Collaborates with team to ensure CP Genie is up to date
• Coordinates with Managers to serve as back up for advisor coaching calls and group sessions.
• Reviews, recommends and enhances process for welcoming new franchises to top producers.

Business Development Sales Specialist, Top Producers

Manager

• Manage day to day emails and calls from franchisees on both the Signature Travel Network and Travel Insurance programs
• Build a relationship with Allianz team to assist with policy modifications, contract details, new policy launches, rate sheets, escalations, and any other travel insurance related components
• Work closely with Chief Strategy Officer on contract negotiations and modifications
• Analyze competitive supplier products to ensure our travel insurance products remain competitive with the market
• Assist franchisees with American Express tracking numbers and card verification for FHR and CPP benefits.
• Work closely with the Signature Travel Network team to provide support for our franchisees and escalate any issues.
• Update CP Genie as needed with content for Signature Benefits including Private Car and Guide, Signature Hotel Benefits, promotions, and group amenities.
• Create training calendar with Sr. Director of Operations to include Signature Travel Benefits, leveraging partner benefits and navigating CP Maxx to fulfill benefits
• Manage monthly training calendar with Allianz
• Identify opportunities to increase our Allianz sales and conversions
• Update CP Genie with Allianz enhancements, price changes, etc.
• Terminate access to Signature as needed.
• Assist with creating/updating Allianz presentations for Star U
• Present Travel Insurance products at Star U
• Work closely with training team to enhance the Travel Insurance Specialist Program
• Oversee the Vecto Technologies Program for the Rep Network and eligible agencies
• Provide access to Rezsaver or assistance for the Rep Network with Amex Benefits
• Create Insurance section for H.O. News
• Update class training manual as needed
• Back up Travel Service Manager as needed

Manager, Partnership Programs

• Collaborate with department leadership and project managers to forecast future resource needs and ensure the company has the capacity to meet upcoming project demands
• Work with department leadership to assign personnel to projects based on their skills, experience, availability, and project requirements to ensure optimal utilization and prevent employee burnout
• Manage resource conflicts and advise department leadership on staffing issues or shortages
• Partner with HR on talent acquisition strategies, including recruiting and interviewing technology resources for both full-time and contractual positions
• Act as liaison between Technology and HR for staffing decisions (acquisition and termination)
• Manage contractor hour submissions by comparing them with hours tracked within productivity software (ActivTrak)

Technology Resource Manager

Program Manager

• Manage the coordination and execution of marketing initiatives that drive brand growth and engagement
• Collaborate with Sales, Training, Technology and other Home Office departments on development and implementation of new marketing programs
• Field project/program requests from all departments and evaluate for feasibility with Sr. Marketing Manager
• Serve as primary point of contact for all Marketing Project Charters, including project request submissions
• Work with Training department to create tutorials/user guides in advisor learning portal
• Manage Strategic Partnership marketing deliverables, including timelines, approvals and reporting in coordination with Marketing Account Managers
• Back up Sr. Marketing Manager for customer segmentation lists for print and email
• Special projects as needed

Marketing Program Manager

Artificial Intelligence

• Manage the execution of the company’s AI roadmap in alignment with strategic business goals.
• Oversee AI infrastructure operations, including deployment, scaling, and optimization within AWS environments.
• Supervise and mentor AI engineers, data scientists, and developers to ensure project success.
• Ensure reliable integration between AI systems, the central MySQL database, and enterprise software applications.
• Collaborate with cross-functional teams to identify opportunities for AI implementation and efficiency improvement.
• Assist in evaluating and implementing appropriate machine learning frameworks, libraries, and cloud-based tools.
• Maintain best practices for AI model lifecycle management, including data preparation, training, validation, and deployment.
• Support compliance with data privacy, security, and governance standards for all AI initiatives.
• Track and report on project progress, performance metrics, and deliverables.
• Stay current with advancements in AI technologies and recommend improvements where beneficial.

Senior Manager, Artificial Intelligence

Public Relations

• Serve as primary point of contact for all media inquiries, and coordinate response with executive team and/or direct response.
• Work with various media outlets (print, online, broadcast) and journalists (both locally and nationally) to pitch and publicize Cruise Planners’ franchise model, company highlights, executive team and travel advisor network.
• Write effective press releases and a high volume of creative media pitches in AP Style – reacting to media queries and also proactively planning for longer PR plans.
• Think creatively to produce compelling and newsworthy content for a variety of digital mediums, including, but not limited to social media, blogs, printed marketing collateral, digital signage, SEO-rich website copy, paid media, by-lined articles, awards and more.
• Create social media assets and content that stimulate engagement for corporate, franchise recruitment and travel advisor posts.
• Support crisis management both internally and externally via email communications, intranet updates, reactive media relations and media talking points/prep.
• Collaborate across all departments at Cruise Planners to ensure content is created and repurposed effectively and efficiently.
• Assist in developing Cruise Planners’ evolving PR plans/content strategy and content calendar working several months in advance.
• Maintain PR plan to effectively research, write and produce content as needed.
• Use Cision Database for media relations, research, pitching and monitoring of media coverage.
• Support our network of home-based travel advisors by creating PR templates for them and provide guidance and coaching to travel advisors on best practices for these resources.

PR & Corporate Communications Specialist

Social Media Manager

• Co-manage and schedule daily content across multiple social media channels for the Cruise Planners Travel Advisor network and corporate accounts
• Maintain a strategic, rolling content calendar for the CPsocial program and Corporate social media channels, producing engaging content that promotes the value of a travel advisor
• Research and monitor industry trends, platform updates, and audience preferences to create timely and relevant content
• Optimize content for SEO and understand platform algorithms to maximize reach and engagement
• Develop content optimized for social media that amplifies the Cruise Planners brand and messaging
• Collaborate and assist the Marketing team with content for travel partner-sponsored initiatives and other marketing materials

Social Media Strategist

Customer Support

• Answer incoming calls and ticket inquiries sent to Care Team
• Respond to agent calls, emails and tickets and take necessary course of action to resolve issues
• Troubleshoot technical problems or escalate to designated team member
• Provide proprietary and general software support and technical assistance on third party products
• Explain and answer questions regarding new business initiatives, promotional offers, Group Advantage Pricing and other information to help agents grow their business
• Assist agents with vendor specific questions, marketing plans, Full Sails, CP Pod and magazine orders
• Relay an estimated time frame to agent for resolution and enter notes in Call Tracker
• Troubleshoot escalated inquiries to help resolve tickets and communicate with third party vendors (eConnect pricing, itineraries, client reservations, etc.)
• Recognize common technical and support issues and collaborate with Care Team Manager on resolutions
• Suggest or create how to guides or video tutorials for agents or CP Genie
• Provide training on CP tools, vendor products, and marketing initiatives
• Attend Bootcamp, Star U, or other offsite events as needed
• Perform other related duties as needed

Travel Customer Support Representative

Compliance

• Provide support to franchisees via email and phone by responding to and resolving compliance-related inquiries and requests within SLA time frames
• Enter and update franchisee information in the Cruise Planners® CRM system and remove data for terminated franchisees and associates
• Process associate applications and review/approve franchisee banking information
• Maintain electronic filing systems and ensure proper document retention for franchisee paperwork and related documents
• Collaborate with internal departments to resolve compliance-related concerns
• Send and process various agreements and forms, and assist with printing and mailing Compliance correspondence
• Verify accuracy of franchisee data in the CRM and send weekly compliance status emails to new franchisees and those coming out of suspension
• Perform legal entity transfers for franchisees if assigned and attend bi-monthly franchisee STAR University training on behalf of Compliance
• Handle franchisee phone number and address change requests and perform other assigned tasks and projects