Starboard Cruise Services Luxury Division Manager in Miami, Florida
Starboard’s Luxury Division was created to deliver bespoke vacation retail experiences for sophisticated leisure travelers who are on a quest for discovery. Reporting to the Vice President, Luxury Division & Experiences, the Luxury Division Manager is accountable for the achievement of retail sales goals and delivery of operational excellence for boutiques and retail experiences operated on luxury ships and land-based resorts. Works in partnership with a dedicated Luxury Brand Merchant to ensure a distinct and highly curated product offering by cruise or resort brand. Analyzes business performance and recommends strategies and tactics to drive revenue and guest satisfaction performance across assigned group of stores. Is seen as a subject matter expert of shopping patterns, sales trends and competitive activity within the luxury vacation retail segment.
Responsible for the development and execution of sales plans that include unique product offerings and experiences. Supported by an Associate Division Manager(s), this role is directly responsible for inspiring, educating and leading teams from multiple luxury cruise & hotel brands. Contributes to business development opportunities within the luxury retail segment at sea and on land. The Luxury Division Manager is expected to balance multiple stakeholders, leverage operational knowledge, data insights, and sales & marketing disciplines while continuously delivering results.
This position is based in Miami, FL.
Revenue Generation, Guest Satisfaction and Operations:
Directs the work of the luxury retail teams on ships and at resorts to execute sales plans and achieve goals.
Accountable for revenue target achievement for the luxury division overall, for each cruise line and resort partner.
In conjunction with the Luxury Merchant, drives overall guest satisfaction by cruise line or resort brand pertaining to product assortment and customer experience.
Uses business analysis and intelligence to develop strategies and drive results.
Sets targets and goals related to the luxury retail teams’ compensation program (commission & SPIFs) based on the division’s revenue plan.
Oversees streamlining of retail operations processes and procedures to ensure that they are efficient and effective allowing more time for the team to engage with guests.
Supports the VP, Luxury Division, with business development efforts within the luxury travel retail sector with partners on land and at sea.
Team Development & Employee Experience
Oversees selection and development of Retail Managers and Sales Associates on luxury ships and resorts working closely with the People Team on timely placement of best-in-class talent for all open roles.
Monitors and analyzes sales performance in all stores and ensures that all employees are assigned relevant yet challenging targets.
Ensures the teams are receiving necessary and timely feedback and coaching on how to succeed in their roles.
Partners with the Luxury Brand Merchant and People Team to ensure training and certification requirements for the Luxury Division deliver skilled and diverse teams of luxury travel and retail experts.
Regularly solicits feedback and ideas from guest facing on-property Retail Managers and interprets guest feedback from surveys to ensure the experience and assortment is aligned with the cruise line and resort partner brands.
Sales & Guest Experience:
Responsible for recognition of on-site team members for top performance in sales, guest experience and operations.
Ensures extraordinary customer service is part of the DNA of the teams and stores and aligned with the cruise line or resort brand service expectations.
Proactively implements solutions to ensure a seamless client experience and exceptional guest satisfaction scores.
Develops productive and collaborative working relationships with key executives at luxury cruise lines and resorts and across the internal organization.
Engages in regular communication with partners to provide feedback and recommendations relating to sales and operations.
Key contributor to regular meetings with internal partners to provide perspective on business drivers, opportunities and challenges.
Approves processing of commissions and expense payments to teams.
Education & Experience
Bachelor’s degree in business or related field and/or 5 years equivalent management level work experience.
Proven track record in successfully leading a multi-functional team to achieve sales and revenue targets in a highly complex, fast paced business environment.
Demonstrated experience analyzing and preparing strategic sales plans.
On-site shipboard or resort experience preferred.
Knowledge, Skills & Abilities
Extensive knowledge of retail, hospitality, or travel retail operations.
Experience with senior level client relationship management.
Superb communicator at all levels of an organization up to executive; possesses exemplary listening skills.
Creative problem solver and entrepreneurial thinker; comfort with risk taking and ambiguity.
Has both a creative and analytical mindset.
Proven ability to meet/exceed sales and profit goals.
Pragmatic thinker logical and organized. Skillful at translating complex information to actionable steps.
Proven ability to manage time to execute multiple tasks and changing priorities.
Strong documentation skills.
Inspirational and empowering leadership style with the ability to influence and guide a diverse team.
Ability to present ideas in easily understood language.
Strong communication skills with the ability to influence.
Marketing, Merchandising experience a strong plus.
Significant budget planning and management experience is a must.
Ability to travel extensively and work a flexible schedule.
Commercial / sales driven mindset.
25-50% travel required
Office environment with frequent sitting, walking and standing, occasional climbing, stooping, kneeling, crouching and balancing use of eye, hand and finger coordination enabling use of office machinery. Frequent travel to onboard cruise ship requiring increased physical demands and changing non-stationary work environment. This position requires the ability to occasionally lift products and supplies, up to 50 pounds. Oral and auditory enabling interpersonal communication as well as communication automated device(s).
External Company URL: http://www.starboardcruise.com/
External Company Name: Starboard Cruise Services
Street: 8400 NW 36th Street