Analyst, Business Intelligence

Join our exciting team and combine your career goals with a sense of adventure. Royal Caribbean Group offers a competitive compensation and benefits package, along with excellent career development opportunities.

About the Role

This full-time position is for an Analyst, Digital Strategy on the Sales Team, reporting to the AVP, Product Digital Sales. The role is based on-site in Miami, Florida.

You will develop plans to enhance the performance of our B2B eCommerce engine and grow/retain automation (sales and service) across all segments (Individual and Group distribution – Espresso, API, and External Tools) and the digital platform (CruisingPower.com). The goal is to create awareness, improve conversion, generate interest, and drive demand/engagement.

Using Sales, Trade Support and Service, and customer insights data, you will target trade segments and identify opportunities to influence distribution, deployment, and retention. You will compile and analyze quantitative and qualitative data to recommend distribution expansion, deployment initiatives, product positioning, optimization, call deflection, and agent acquisition/retention.

This role involves cross-functional collaboration with Sales, Marketing, Revenue, Trade Support and Service, and Global Offices to establish processes and develop integrated sales, training, and marketing plans. You will also collaborate with the Manager of Automation Growth to manage trade brand compliance across all sales channels for Royal Caribbean International, Celebrity Cruises, and Silversea, resolving copyright, cybersquatting, and trademark infringements.

The overall goal is to develop and implement business plans, tools, reports, analysis, and procedures to grow automation, unlock new revenue opportunities, and drive operational efficiencies.

Responsibilities

• Develop and set corporate Automation and eCommerce targets, revenue-generating, and cost-saving tactics.
• Work with Sales, Training, Trade Support and Service, and Revenue Management on strategic product game plans, including strategies, initiatives, timelines, and key metrics.
• Establish processes within Sales and collaborate with the Manager of Automation Growth to hold sales channels accountable for delivering on plans.
• Develop new and repackage existing product messaging to drive higher automation, web performance (visits, page views, engagement, retention, conversion), APDs, and GTR.
• Maintain an integrated sales program calendar tracking promotional initiatives, messaging, impressions, and spend to drive demand and achieve automation and web targets/forecasts.
• Provide booking and service trends to inform business plans and assist the Automation Specialist in targeting accounts with growth potential.
• Analyze customer data to drive strategy and create reports/presentations highlighting key selling points for internal and external use.
• Provide sales and trade insights to influence strategic distribution decisions and optimize channels for agent adoption.
• Collaborate across all Sales channels to develop an integrated product plan to increase automation at higher yields across all regions, territories, and segments.
• Assist the Manager of Automation Growth in developing plans, tracking, and data insights to reduce service intents performed by call centers for online bookings.
• Develop strategic sales and marketing plans to position and increase awareness and demand for Espresso, API, and CruisingPower.com.
• Project manage strategic plan deliverables for each channel in collaboration with Sales, Trade Support and Service, and Revenue.
• Provide updates and results of marketing plans to the leadership team, including being the voice of the customer.
• Monitor URLs, agencies, third parties, or others using trademarked names and manage outside vendors/tools for this purpose.
• Coordinate with appropriate sources to resolve copyright and trademark infringements.
• Design, develop, implement, and disseminate reports of activities and resolutions to appropriate RCL departments.
• Investigate, follow up, and communicate Travel Agent Guidelines and Rebate Policy issues.
• Design and implement plans to monitor and enforce online advertising and internet guidelines, including secret shopping.
• Maintain a database of travel agency rebate policy complaints, track incidents, analyze data, and capture communications/actions taken.
• Assist the Manager of Automation Growth with the annual business planning process, including the development of the annual department Capital Plan, strategies, and initiatives.
• Work with the Manager of Automation Growth and Automation Specialist to achieve corporate automation growth targets (1-2% year-over-year growth) across all distribution channels and revenue-generating/cost-saving initiatives.

Requirements

• Bachelor’s degree in marketing or a related field.
• Approximately 2-3 years of progressive experience in Marketing or a related field.
• Travel category experience is a plus.
• Minimum 3-5 years of experience in a professional and analytical role, with 2 years in a comparable Internet-driven or technology development environment (or equivalent combination of education and experience).
• Strong project management skills.
• Strong business and analytical acumen, with proven skills in financial analysis.
• Familiarity with eCommerce distribution models is highly desirable.
• Excellent written and verbal communication and negotiating skills.
• Highly organized self-starter able to manage multiple concurrent work streams with minimal supervision.
• Web experience required.
• Occasional travel required.
• Ability to present plans and ideas to all levels of employees and management.
• Ability to lead management groups in brainstorming frameworks for strategic initiatives.
• Detailed knowledge of computers, Internet access, and software packages including Excel, Word, or related programs.
• Experience with Power BI, DAX, SAS, Python, SQL, and other related software programs.
• Knowledgeable on operational web tools (Jira, Slack).
• Ability to prioritize and manage multiple responsibilities successfully in a complex, matrix environment with rapidly changing priorities and tight deadlines.
• Strong negotiation skills and ability to resolve conflict.
• Organized, self-motivated, adaptable to constant change, and possessing a strategic and creative mindset.
• Strong analytical skills and ability to collaborate on strategies and craft tactical solutions to achieve strategic goals.
• Ability to document or describe strategy, tactics, implementation plans, metrics, success factors, and contingency plans.
• Ability to propose metrics for measuring the effectiveness of tactics and relate data to provide useful information for assessing and enhancing product offerings.
• Knowledge of the sales process, distribution channels, pricing, and strategies.
• Understanding of research information and performance metrics related to customer trends, behavior, preferences, needs, and expectations.
• Knowledge of revenue performance management, metrics, and corporate revenue expectations.
• Knowledge of Royal Caribbean Cruises Ltd. products, services, and capabilities relative to competitors.
• Ability to assemble and lead cross-functional teams to develop and achieve automation and revenue maximization strategies with input and buy-in from all stakeholders.
• Ability to analyze corporate data, research, and analysis to make recommendations for product strategy and success.
• Ability to interact with all departments and levels of management throughout the organization and with external customers and companies.
• Effective internal and external communication skills for developing a comprehensive and impactful communication strategy.

This position is not eligible for work authorization sponsorship.