Key Account Manager – Cruise Specialist

Key Account Manager - Cruise Specialist

POSITION SUMMARY: 

As Royal Caribbean look to deliver significant growth in a highly competitive market, there is a need for laser-focused account planning, relationship management and execution. The purpose of this key sales role is to own and manage a portfolio of cruise specialist accounts, influencing internal and external stakeholders by creating effective relationships to maximise performance through the development of fully integrated, strategic sales and marketing plans to exceed key financial and behavioural targets. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The duties below are the main duties and responsibilities however this job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

•    Produce annual strategic account plans with alignment to the booking curve for each account and RCI. Develop tactical product plans as required.
•    Develop a deep understanding of each OTA/tour operator really getting under the skin of the business strategy and culture to drive the right approach and results.
•    Identify and critically analyse new opportunities.
•    Work with commercial team to analyse the weekly stats/commercial deal and provide insight/ trends and implement relevant actions.
•    Effectively manage agreed Co-op/marketing budgets ensuring maximum return on investment.
•    Lead Commercial negotiations to enable long-term profitable growth whilst being conscious of the competitive environment. Ensure business partner agreements/CTA’s are in place in a timely fashion.
•    Responsible for competitive intelligence gathering, providing regular updates to the organisation alongside appropriate recommendations.
•    Develop relationships with key decision makers and influencers across the accounts
•    Produce, in conjunction with Senior Manager Cruise Specialist Development, a contact strategy and wiring plan that drives focus on delivering shared accountability to the agreed plans.
•    Set clear SMART objectives for all meetings to ensure effective use of time.
•    Implement both product and automation training to improve conversion of sales.
•    Design and implement annual training plans for each account.
•    Drive participation in the corporate trade Incentive program ‘Club Rewards’.
•    Act as brand ambassador for Royal Caribbean International at key trade and consumer events.
•    Prepare and host successful customer educational events/trips i.e. ‘Seminars at Sea’, Ship launches, ship visits, conferences etc. as required, with targeted sales follow up to ensure robust ROI.
•    Implement successful consumer cruise events – digitally or face-to face - as required as part of a clear strategy and demonstrate a return on the investment of time and costs.
•    Influence the virtual cross functional team and ensure the right amount of time is dedicated to supporting the strategic partners with an execution plan. 
•    Work with the Trade Marketing team to ensure that Royal Caribbean International are positively represented in all sales activity.
•    Implement, develop and manage the sales strategy for new business opportunities across your account portfolio and the wider business.
•    Effective use of the KAM app to present RCI in a consistent way that positively reflects the brand.
•    Fully embrace and embed the SPARK tools and account planning techniques.

SALES COMPETENCIES:

Profitable Account Planning
•    Understands and utilises customer, market and consumer insight: Understands trends, dynamics and opportunities for growth 
•    Develop and Implement Account Plans: Manages the account planning process, differentiates promotions to maximise ROI and understands and interprets customer and company financial measures including a basic understanding of a P&L
•    Commercial Decision Making: Effective management of Co-op and non-co-op budgets
•    Commercial Innovation: creative in solving commercial challenges at an account level

Customer Engagement & Commitment
•    Builds Sustainable Relationships: Efficient and effective at managing own state and utilising a range of styles to build strong relationships with key account contacts 
•    Joint Business Planning: Works collaboratively with the customer to develop a joint annual plan with clear objectives and success criteria
•    Creates Insight: Can identify and action insight to benefit the business and the account.
•    Cross functional working: Participates in cross functional projects in support of customer initiatives
•    Negotiation: Can use a range of negotiating techniques to achieve agreement in straight forward negotiations 

Flawless Execution
•    Setting Objectives and Managing Priorities: Adapts time and priorities to the relevant short and long-term goals and can manage conflicting priorities through discussion and negotiation with others
•    Drive for Results Seeks to improve performance and finds ways to increase efficiency, effectiveness and results
•    Planning and Monitoring: Uses readily available internal & external data for monitoring performance and adapting plans

BEHAVIOURAL TRAITS:

The role requires a strong commitment to a dedicated, fast-paced and high-performing team

In addition, the personal traits/competencies required are as follows:

Natural Communicator – Able to articulate and deliver information in a clear, concise and compelling way

Self-starter – Understands what needs to be accomplished and proceeds on own initiative within the accountabilities of the role

Good Listener – Actively demonstrates they are listening

Analytical – logically analyses facts, data and situations

Authoritative – Has a desire for decision making autonomy and the willingness to accept decision making responsibility

Planning – formulates ideas related to the steps of accomplishing an objective

Analyses Pitfalls – scrutinises potential difficulties related to a plan

Organised – can place & maintain order in an environment or situation

Selling – has an interest in convincing or influencing others to purchase a product or service

Influencing – can persuade others and take them with them on the journey

Team player – invites others to participate in or join an effort

Warmth/Empathy – expresses positive feelings and affinity towards others

Enthusiastic – eager & excited toward own goals, proactively managing their own development

Resilient – not easily discouraged, thrives on the opportunity of changing business priorities and doesn’t give up easily

Optimistic – looks ahead and believes the future will be positive

Pressure Tolerance – comfortable working under deadlines, busy schedules and through ambiguity

QUALIFICATIONS & EXPERIENCE:
•    Minimum 3 years’ experience at sales management level ideally within the UK & Ireland 
•    Large matrix organisation experience helpful
•    Educated to Degree level or equivalent desirable but not essential 
•    Clean current driving license
•    Background in travel desirable but not essential

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