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•Director of Guest Engagement & CRM Strategy

The Ritz-Carlton Yacht Collection · Fort Lauderdale, FL · 1 mo ago
Business DevelopmentFull-time

Job Summary

The Director of Guest Engagement is responsible for shaping and leading a refined, data-informed sales engagement approach on conversion of inbound demand and proactive clienteling (outbound).

This role defines how Ritz-Carlton Yacht Collection engages with guests across the sales journey through personalized, timely, and insight-led interactions that elevate conversion, guest recognition, and brand perception.

Key Responsibilities

  • Define and lead the global strategy for guest engagement, activation, and reactivation across all stages of the sales experience.

  • Develop both short- and long-term strategies that enhance the guest experience while driving conversion, retention, and lifetime value.

  • Own the sales guest engagement framework, including prioritization logic, engagement sequencing, response timing, and outreach intensity.

  • Improve inbound lead conversion through structured, insight-led engagement.

  • Target and personalize guest engagement across different lead and guest segments, balancing personalization, timing, and commercial opportunity.

  • Build a sophisticated understanding of guest decision-making cycles and identify the moments that matter most in a guest’s journey.

  • Leverage behavioral insights, engagement patterns, prior voyage history, and time-to-sail indicators to guide outreach timing.

  • Establish prioritization rules to focus sales efforts on the highest potential opportunities.

  • Develop refined segmentation strategies that enable highly tailored guest engagement across key segments.

  • Design personalized outreach strategies that elevate guest connection while driving activation and conversion.

  • Introduce scalable approaches to personalization that ensure each interaction reflects recognition, relevance, and care.

  • Oversee the development and execution of multi-channel guest engagement strategies, including outbound calls, email, SMS, and digital touchpoints.

  • Ensure all campaigns are curated to enhance the guest experience while supporting commercial objectives.

  • Operate engagement strategies through clear interaction playbooks, call guidance, voicemail guidance, and outreach standards.

  • Develop structured storytelling and clienteling approaches aligned with luxury positioning and commercial objectives.

  • Define and continuously refine guest interaction playbooks across different guest segments and engagement scenarios.

  • Support consistency and quality of execution across the sales organization through guidance, training support, and coaching frameworks.

  • Partner with Sales leadership to elevate luxury interaction quality, personalization, and conversion effectiveness.

  • Clarify operational coordination with Marketing around lifecycle triggers, channel sequencing, audience targeting, and guest insights ownership.

  • Collaborate closely with Sales, Marketing, Revenue Management, and Analytics teams to ensure alignment across the guest journey.

  • Influence and align cross-functional teams with a clear prioritization and alignment to business goals.

  • Elevate organizational understanding of guest behavior and engagement through clear communication and guidance.

Competencies & Experience

  • Bachelor’s degree in hospitality management, Business Administration, or related field (advanced degree preferred) and/or 10+ years of progressive leadership in luxury hospitality, travel, cruise, or high-end retail environments, with at least 5 years in a director-level role.

  • 5+ years of experience in guest engagement, sales strategy, CRM, or customer lifecycle management within a service-driven or luxury environment.

  • Deep experience in Clienteling, including the design and execution of personalized, relationship-driven engagement strategies that leverage guest data, behavioral insights, and past interactions to anticipate needs, elevate the guest experience, and drive incremental revenue.

  • Strong understanding of guest behavior, decision-making cycles, and demand indicators.

  • Experience working with sales engagement platforms such as Outreach.IO, Gong, or Sales Loft.

  • Strong analytical mindset with the ability to interpret data and translate it into actionable strategies.

  • Proven leadership experience with the ability to influence and align cross-functional teams.

  • Ability to balance long term strategic vision with near term execution and results.

  • Commercial orientation with demonstrated experience improving conversion through personalized engagement and structured clienteling.

  • Experience operationalizing engagement models across sales organizations, including prioritization logic, interaction standards, and performance optimization.

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