Royal Caribbean Group

Call Center Representative

• Responsible for receiving inquiries and complaints from guests or travel agents via e-mail, phone, and chat determining nature of problem, providing appropriate response and entering relevant data in department database.
• Responsible for effectively communicating with all relevant shipboard and shore side departments, as well as external vendors, and providing appropriate follow-up and updates.
• Responsible for taking ownership of all guest concerns and ensuring full resolution within departmental timelines. Handles situations which may require adaptation of response, extensive research and advanced problem-solving according to the guest response.
• Responsible for keeping up with any new policies and updates for the following markets: USA, UK, AUS & SGP.

Call Center Advocate, Global Guest Experience

Recruitment

• Focuses on effectively executing the interviewing/hiring process for shipboard positions (bulk & specialty/management) & corporate roles (APAC)
• Establishes recruiting requirements by studying organization plans and objectives
• Determines applicant requirements by studying job description and job qualifications
• Develops and maintains relationships with recruiting agencies
• Interviews candidates to determine adaptability to corporate/shipboard environment
• Conducts regular reviews of interview questionnaires and revises as appropriate
• Ensures job description is shared with each candidate
• Negotiates terms and conditions regarding contract lengths salary, etc.
• Makes job offers to approved candidates
• Ensures all documentation is prepared and approved
• Conducts character reference checks as appropriate
• Prepares various reports as required
• Arranges management/specialty interviews

Shipboard Recruiter

Analyst

• Responsible for maintaining the status of all crew members is the supply, ensuring that they crew members shown in the headcount plan going forward are truly deployable and do not overestimate our supply needs going forward.
• Provide guidance to HR Ops and Shipboard Crew Administration teams with regards to policy, international and/or regional specific requirements and documentation as related to Crew Management.
• Work with Brand HR, HR Ops and other operational areas with regards to management policies and procedures to ensure accurate and up to date guidance.
• Oversee administration related to Crew Data and Records, including, but not limited to personal data, documentation, and employment history.
• Manage the inactivation of crew members who have not been deployed due to time in specific leave statuses.
• Manage leave status updates for all crew members and establish policies for getting them back on ships or inactivated in the system.
• Manage re-hire process, defining eligibility and develop procedures to return crew members to the active pool by either updating records and reactivate for scheduling, sending to Talent Acquisition to restart candidate process or sending for Ops review.

Analyst, Crew Management

Manager

• Serve as a liaison between the F&B team and Product Development, overseeing and managing all culinary deliverables within the project.
• Works in partnership with Director of Culinary operations during planning and development of new and existing F&B concepts.
• Assist the F&B team in all Newbuild and Revite projects, ensuring needs and standards are integrated into new concepts.
• Develops and manages department resources to deliver on project timelines and budget for equipment, smallware for all new builds, drydocks and current fleet of ships.
• Maintains and develops relationships with shoreside and shipboard functional teams on all matters pertaining to F&B Hotel wares.
• Authority to make recommendations, lead change efforts, and help manage equipment related projects.
• Build strategies to properly maintain equipment for galley and other F&B venues while maintaining appropriate par levels.
• Responsible for leading the partnership with other departments to maintain, source and rollout equipment fleetwide based on operating needs of F&B.
• Analyze usage trends and performance data to inform strategic decisions on equipment investments and standardization.
• Optimize logistics workflows to reduce costs, improve delivery efficiency, and minimize disruptions to onboard operations.
• Responsible for developing systems and finding strategic ways to improve equipment repairs and down time for galley equipment.
• Manage vendor relationships, negotiate contracts, and monitor service level agreements to ensure quality and reliability.
• Create innovative solutions to drive cost savings and improve the Equipment life cycle across the fleet.
• Subject matter expert for existing and new culinary equipment
• Create and recommend capital projects to address equipment needs, aiming to save on costs, improve reliability, and drive better product execution through equipment.
• Develop and implement sustainability initiatives to reduce environmental impact and promote eco-friendly practices within the F&B department.
• Travel as needed to equipment-related exhibits and recommend new innovations that best fit current operations based on operational feasibility, environmental impact, technical fit, cost savings, and improved life cycle.
• Performs other duties as required.
• Participates in the Global Culinary Demonstrations and Activations in Designated Marketing events.

Manager, Catering, BOH

Financial Planning and Analysis

• Create monthly forecasts and variance analysis to ensure accurate reporting.
• Conduct expense analysis including volume/rate relationships
• Assist in ensuring port ops invoices are processed in compliance with Corporate Foreign Corrupt Practices Act (FCPA) and Anti-Bribery due diligence requirements
• Analyze port expenses and head tax financial plans and forecasts, and prepare evaluations and reports accordingly
• Summarize variance investigations and assist in the development of action plans
• Provide analytical support to enhance savings and efficiencies for an expanding port operations department
• Identify opportunities to improve operating performance through information gathering and analysis
• Analyze operating results by decision-relevant variables
• Develop operating ratios to monitor performance
• Formulate efficient research plans for analyzing substantial amounts of data
• Design controlled experiments to quantify operating relationships
• Lead special projects and work with specially formed teams to represent or support the overall port operations team
• Develop and maintain an extensive metric and management reporting process to improve visibility and accountability
• Coordinate with all levels of management to gather, analyze and prepare recommendations regarding budgets and forecasts
• Must have the ability to work on projects independently
• Develop report writing skills in the corporate financial system(s)
• Assist in the development and implementation of benchmark reports for operating groups
• Summarize trends and relationships through graphs, schedules, and memoranda
• Quantify performance improvement opportunities
• Responsible for special project/ad hoc initiatives as defined by senior management
• Assist Operations and Corporate Planning with capital budgeting and analysis

Senior Financial Analyst

Designer

• Provide primary leadership and expertise to various newbuild, revitalization and refurbishment projects
• Oversee and manage projects from conception to completion
• Directs, develops, and maintains the entire overall design process for all assigned projects
• Independently oversees the coordination of work of a multidisciplinary team
• Serves as the main liaison between the consultant and technical teams and the internal design, product, and construction teams
• Monitors the quality and suitability of consultants
• Engage with senior leadership in the development of long-range planning and objectives
• Independently plans, manages, guides design, and oversees projects
• Upholds SQM and guidelines throughout all design phases
• Communicates effectively with consultants and internal project team to identify needs, evaluate alternative solutions, and deliver value added services
• Leads presentations and project reports for Executive and leadership review
• Conduct concept design, schematic design, design development, and contract document work sessions
• Perform other duties as needed.

Senior Manager, Design

Content Marketing Manager

• Collaborate with creative teams, content authors, and external vendors to develop a detailed asset production schedule aligned with specialty programs campaign timelines and website launch dates.
• Engage actively in prioritization sessions with Casino, Loyalty, Behavioral Communications, eCommerce Product, and other marketing teams to align requests with strategic priorities, business needs, resource availability, and campaign schedules.
• Support the web authoring team by driving operational excellence, escalating bugs, and documenting enhancements to be executed.
• Oversee the process of asset creation, including briefing creative teams, tracking progress, and ensuring deliverables meet quality standards and deadlines.
• Work in close partnership with extended teams to coordinate dependencies, resolve bottlenecks, and facilitate seamless execution of asset delivery, ensuring campaigns launch on time and meet quality standards.
• Act as point of contact for stakeholders, securing timely approvals on creative concepts, visuals, and messaging, while managing expectations and providing clear communication throughout the process.
• Ensure all assets and visuals adhere to brand standards, style guides, and regulatory requirements, conducting quality checks prior to final approval.
• Prepare comprehensive briefs for creative teams, detailing project scope, creative direction, and technical specifications.
• Maintain organized libraries of approved assets, ensuring easy access and version control for ongoing campaigns and website updates.
• Identify opportunities to streamline workflows, improve communication channels, and enhance overall project efficiency.

Lead, Loyalty Content

• The Manager, Loyalty Content leads the strategic development and execution of Royal Caribbean and Celebrity Cruises website merchandising initiatives across specialty programs, including Casino, Loyalty, and Co-brand Rewards Card
• This pivotal role is designed for a dynamic leader responsible for shaping the online guest experience, optimizing personalized messaging, and driving engagement and revenue through innovative digital strategies
• This role works within the Ecommerce web content organization to ensure merchandising journeys for our specialty programs are properly prioritized, executed, and improved on our consumer websites
• Develop a detailed roadmap and implement comprehensive eCommerce strategies for Casino, Loyalty, and Co-brand Rewards initiatives, aligning with overall brand objectives and business targets
• Oversee the planning, execution, and optimization of website content, including landing pages, targeted offers, and personalization efforts to enhance guest engagement and conversion
• Partner with marketing, product, creative, technology and revenue teams to coordinate efforts, prioritize initiatives, and ensure seamless execution of web campaigns
• Drive prioritization of the web development backlog for specialty programs for the eCommerce brand experience web content teams for royalcaribbean.com and celebritycruises.com
• Leverage data insights and customer segmentation to deliver tailored messaging and offers, maximizing relevance and fostering loyalty among casino guests and loyalty program members
• Manage the execution of promotional campaigns and web merchandising journeys, ensuring timely deployment, effectiveness tracking, and continuous improvement based on performance analytics
• Utilize analytics and guest data to inform merchandising strategies, identify opportunities for growth, and optimize the digital guest journey
• Mentor and guide a team of marketing professionals and web authors, fostering a collaborative environment focused on innovation and excellence
• Create ecommerce specialty program performance reports and presentations and deliver to key stakeholders

Manager, Loyalty Content

• Aid in the development of project plans and timelines for business-focused initiatives in product development, innovation, and brand marketing
• Collaborate with cross-functional teams to ensure delivery of business solutions that achieve strategic goals and objectives
• Manage resources and budgets to ensure projects are executed on time and within budget constraints
• Drive continuous improvement in project management processes and methodologies to optimize outcomes
• Foster strong relationships with key stakeholders, both internal and external, to ensure alignment on project goals and objectives
• Provide regular updates, reports, and presentations on project status, risks, and opportunities to senior leadership
• Deliver against a rigorous calendar of all project deliverables and milestones
• Provide ongoing competitive analysis as needed

Lead, Integrated Strategic Planning

• Maintain financial models for brand, product, and commercial initiatives
• Partner cross-functionally to develop P&L statements for new initiatives
• Leverage analytics to identify strengths and opportunities of alternative solutions
• Partner with Finance to develop, submit, and monitor capital requests
• Lead ad-hoc analyses to guide decision-making on design of future strategies
• Partner cross-functionally with various departments to develop reasonable assumptions
• Develop presentations and business case memos for executive leadership alignment
• Foster collaboration within a cross-functional team

Senior Analyst, Commercial Strategy

• Manage a team of people and cross-functional teams that ideate, plan, and deliver high quality products and experiences for Celebrity Cruise guests
• Champion the product vision and strategy to every stakeholder and partner
• Manage various strategic rollout efforts on new ships, modernization efforts for existing fleet, shore and ship experiences and private destinations
• Lead all elements of guest experience from design to execution ensuring alignment with strategic goals
• Evaluate existing destination tours and experiences offered in a port of call or homeport

Manager, Experience Development

Product Manager

• Assist in defining product vision and roadmap in collaboration with senior product owners and stakeholders.
• Maintain and update product backlog items; write clear user stories and acceptance criteria and prioritize backlog based on business value and stakeholder input.
• Support sprint planning, backlog grooming, daily stand-ups, sprint demos, and retrospectives to enable predictable delivery.
• Gather, document, and analyze requirements for small-to-medium initiatives; ensure requirements are testable, traceable, and aligned to business objectives.
• Collaborate with development, QA, UX, and business units to clarify requirements, resolve questions, and validate delivered functionality.
• Monitor delivery progress, track dependencies and risks, and communicate status and escalations to stakeholders and senior product owners.
• Identify impediments and escalate unresolved risks or issues to senior team members and stakeholders.
• Participate in demos, workshops, and requirement walkthroughs to collect feedback and confirm acceptance criteria.
• Contribute to process improvement initiatives and promote adoption of agile and product management best practices.
• Build foundational knowledge of business domains, processes, and emerging technologies relevant to assigned products.

Analyst, Product Owner

Marketing

• Oversee planning, forecasting and development of global CRM strategy across multiple markets with cross-channel partners and local teams.
• Own development and communication of the long-term vision, goals, and roadmap of the Customer Relationship Management strategy, execution, and optimization including pre-cruise, SMS and Casino.
• Drive online customer acquisition, leveraging consumer data to maximize lifetime value and lead the development of strategies to grow email database, including global Casino database.
• From strategy to execution own the processes to deliver on key KPI targets related to customer marketing engagement, list health, legal guidelines, lead acquisition, Pre-cruise commerce, SMS and Casino bookings.
• Combine customer data and analytics, consumer insights and market research to understand areas of opportunity to develop CRM programs and leverage technology.
• Develop the pre-cruise and Casino Marketing programs for all key International Markets to meet foundational and growth KPIs across all markets.
• Understand local marketing laws and privacy policies as it relates to our promo strategies, SMS and database management growth into existing and new channels such as Casino.
• Partner with legal to ensure consumer marketing compliance laws and key international stakeholders and compliance officials are aligned.
• Partner with Hotel Ops to develop PCP Sales cadence (implemented on cruise planner and in emails and coordinating with external agencies for QA and implementation support) as well as owning the role out of new languages and markets for all pre-cruise and myroyal cruise updates.
• Direct and manage Lead generation & retention programs, identifying new partners, partnerships and strategies to optimize ROI and support the continuous health of the international database.
• Partner with the Cloud data partners, Email Service Provider, Direct Mail Vendor and agencies to develop automation approach, usage of AI/ML to implement A/B testing strategies to execute the short-term and long-term roadmap, identifying challenges and strategies creatively solving for them.
• Identify new or unique CRM/Digital data that can be used to execute a consistent and relative personalization/segmentation program.
• Own the collaboration and partner with all Integrated Marketing groups, Revenue Management, OBR partners, Call Center and Trade to ensure holistic execution, alignment with full consumer journey, consistent and optimized brand communications and experiences.
• Develop a cross-functional team of marketers capable of working closely with international in market resources focused on communication, operations and analysis; encouraging ideas, discussions and cross-team learning.
• Continually enhance and evolve the teams by defining required skills, roles and responsibilities needed to meet goals effectively.
• Regularly engage with International Leadership in the UK, Europe, Asia-Pacific and Latin America to capture feedback on local customer focus and deliver informed opinion about customer groups.

Director, Consumer Marketing

• Support the Senior Director, Tax Strategy in advising executive management of the tax implications of business activities and initiatives
• Analyze, develop, and implement strategies for transactions, acquisitions, and other initiatives to minimize tax risk and maximize tax efficiency, and communicate those strategies, including risks and implications, to operational stakeholders and senior management
• Monitor case law and tax legislation and advise and document potential impacts they may have on the Company
• Research to determine the international direct and indirect tax impact and consequences of proposed business activities internationally
• Enable and monitor compliance with key tax strategies implemented (e.g., Section 883 monitoring, UK tonnage tax compliance; other credits and incentives)
• For assigned countries or companies, manage transfer pricing documentation and policy
• Prepare income tax forecasts for assigned companies and perform variance analysis monthly
• Act as a liaison with outside tax counsel and direct projects for which such individuals are engaged, including global transfer pricing documentation
• Engage and manage the relationship with internal departments such as Legal, Accounting, Commercial Development, Corporate Development, Treasury, Corporate Strategy, Finance, Foreign finance teams, and Operational teams to enable business initiatives, transactions, contracts, business arrangements, etc.
• Support the Senior Director of Tax Strategy in formulating audit strategy and managing global tax audits
• Support the Senior Director, Tax Strategy by managing the tax aspects of M&A-related transactions (due diligence, structuring, divestitures, etc)
• Team with Tax Operations to ensure tax positions or new business initiatives/structures are correctly reported on timely filed tax returns and income tax provisions
• Responsible for income tax forecast and variance analysis for assigned foreign countries, estimate $10 - $20M annually
• Responsible for overseeing income tax audits of varying $ amounts ($0.5 - $5M)

Manager, Tax Strategy

Digital Marketing

• Responsible for leading the consumer marketing strategy, development, execution, and performance across international markets and marketing programs for the Royal brand.
• Own customer relations management spearheading our direct-to-consumer communications and marketing efforts globally.
• Drive strategies to support customer acquisition models, audience creation, segmentation, optimization and ultimately driving ROI.
• Oversee planning, forecasting and development of global CRM strategy across multiple markets with cross-channel partners and local teams.
• Own development and communication of the long-term vision, goals, and roadmap of the Customer Relationship Management strategy.
• Drive online customer acquisition, leveraging consumer data to maximize lifetime value.