Virtuoso® is the leading global travel agency network specializing in luxury and experiential travel. This by-invitation-only organization comprises over 1,200 travel agency locations with more than 20,000 travel advisors in 54 countries throughout North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with more than 2,300 of the world’s best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access. Normalized annual sales of (U.S.) $28-$32 billion make Virtuoso a powerhouse in the luxury travel industry. For more information, visit www.virtuoso.com.
The Vice President, Global Cruise leads and manages the Cruise Department’s operations, driving growth, innovation, and global expansion of the Cruise program. This role focuses on generating new revenue streams, delivering services and benefits to Partners and Members across Virtuoso’s nine regions, and adapting the program to evolving global and regional market trends, all while maintaining a competitive edge and aligning with other company initiatives. The VP, Global Cruise exemplifies Virtuoso’s core values with courage, maturity, diplomacy and tact. They seek to understand, demonstrating exceptional leadership by building, inspiring, and motivating a diverse global team of professionals, while always striving for win-win outcomes. The VP Global Cruise and their team is responsible for driving the revenue and profit outcomes of the department activities across all regions.
Essential duties and responsibilities include the following. Other duties may be assigned.
- Negotiate globally and regionally competitive commercial terms, member commissions, year-end overrides, annual marketing and performance fees and incentives.
- Conduct ongoing reviews of global and regional Cruise revenue forecasts and service performance ensuring revenue and performance KPI’s are met by the cruise team.
- Develop annual global and regional Key Performance Indicators for the department ensuring the utilization of our CRM allowing for accurate tracking against these KPI’s.
- Ensures all cruise programs are in alignment with the Cruise Department strategy and focus (Communities, Icon Program, Virtuoso Voyages, Preview, Exclusives) and initiative new product and programs to advance the cruise segment within each of Virtuoso’s global regions.
- Collaborate with regional General Managers to strategize competitive global and regional commercials and implement regional and world-wide agreements.
- Support the development of and direct the implementation of the annual global Cruise strategy, as well as special promotions; includes P/L responsibility. This strategy will be created with the assistance of our data & analytics team ensuring decisions are data driven.
- Collaborate with Virtuoso Voyages Product Managers to ensure program efficiencies and quality.
- Development and present cruise partner business plan proposals utilizing the skills learned through the FranklinCovey Helping Clients Succeed trainings.
- Full supervisory responsibility for the Cruise Team globally to include mentoring and coaching to ensure professional development of each team member.
- Attend appropriate industry events and marketplaces and connect with local cruise contacts on a regular basis.
- Liaise with other Virtuoso departments to maximize the Cruise portfolio engagement with Virtuoso members and resources.
- Serve as a resource for new partners for the Development team with a focus on both regional cruise partners and global cruise partners.
- Lead and contribute to weekly Cruise team meetings.
- Implement global department procedural systems which improve efficiency.
- Assist with conflict resolution between Members and Cruise partners as required.
- Serve on the Cruise Committee.
- Conduct face-to-face meetings and phone meetings with Cruise partners as needed.
- Create and deliver presentations as required for internal and external use.
- Assist Virtuoso Cruise accounts with day-to-day sales service needs.
EDUCATIONAL AND SKILLS REQUIREMENTS:
- Bachelor’s degree required; business related degree preferred
- Commercial cruise knowledge including finance and Industry metrics essential
- 10+ years of revenue, finance, capital, operations, or marketing account management experience, in the cruise industry
- Previous experience working with On-Sites and tour operators highly desired
- Superior sales negotiation skills and outstanding interpersonal and customer service skills
- Experience developing business plans and action plans, managing P/L, timelines and financial revenue outcomes
- Proven experience effectively managing and motivating staff
- Ability to self-motivate and work independently, with limited supervision
- Must be a goal-oriented team player, able to excel under pressure
- Ability to multi-task, prioritize, and problem solve in a deadline driven environment
- Strong organizational, verbal, written and presentation skills; attention to detail; exceptional phone and e-mail etiquette
- Proficiency in MS Office (Word, PowerPoint, Excel, Outlook)
- Ability to travel both domestically and internationally
TRAVEL REQUIREMENTS:
- Travel is required, approximately 10-20% of the time.
- Travel will be primarily domestic but may include some international.
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