Lead, CXC Media Hospitality

KEY RESPONSIBILITIES 

 

The Lead, Media Hospitality will be responsible for managing a highly specialized global team handling all email, chat, continuous improvement, survey and social media customer service operations within our Customer Xperience Center. This role is pivotal in maintaining our high standards of customer service, embodying The Celebrity Way and ensuring a seamless experience for our guests before, during, and after their cruise. The Leadwill have a strong background in customer service leadership, excellent communication skills, and a deep understanding of social media and digital communication channels. They will also analyze trends and document data to deliver informative, well-organized presentations to executives addressing key business challenges and process improvement recommendations to enhance the customer experience.   

1. Champions the Celebrity Way vision and serves as an owner for all things Customer Xperience for through written communication. Fosters an environment that promotes building positive relationships and retaining our guests through superior service via multiple platforms. 

 

2. Identifies and sets KPI’s for each role (Social, chat, correspondence) and ensures they drive the team to meet all KPI’s while improving performance, utilizing customer feedback, and identifying trends/opportunities to improve the guest experience.  

 

3. Manages the reporting for the global supervisors and can shift focus and resources depending on seasonal and business needs. Utilizes data to identify trends and opportunities for process, performance and customer satisfaction improvements.  

 

4. Develops and implements best practices for chat, email and social media, staying current with market trends to ensure effective and relevant communication.  Leads reporting supervisors in audits and quality assurance to elevate guest experience and maintain CXC standards.  

 

5. Leads the team positively under all circumstances and fosters a healthy work environment for Supervisors, Team Leads and Agents. Interfaces with all internal departments to build effective business relationships, facilitate problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains harmonious balance among both peers and subordinates. 

 

6. Manages a dedicated team of global supervisors, who work with vendors, agents and shipboard personnel providing personalized support and addressing specific needs while maintaining luxury service standards. Responsible for all aspects of written guest communication, including creating, updating and auditing templates, bots, auto-responses and technology enhancements. 

 

7. Appropriately delegates assignments and authority. Maintains strong productive relationships among peers, subordinates, and superiors. Inspires trust, works very well with and through others to achieve common goals and desired results.  

 

8.Utilizes information gathered from all channels (Pre-Cruise, Post-Cruise, Loyalty, etc.), to provide consistent, timely, and actionable data to various departments. Presented at the Executive level, this data will serve as a catalyst for brand improvements in many areas, including Hotel Operations, Sales, Marketing, Accounting, Global Security, Legal, and Information Technology. 

 

9. Serves as a leader in crisis situations and provides valuable feedback and insight during situational response meetings as they pertain to guest handling, communications, and compensation related to mass incidents. 

 

10. Performs other duties as required.  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. 

 

QUALIFICATIONS AND EDUCATION 

 

Leadership: Self driven and highly motivated, does not rely on outward support for drive and motivation but rather looks within self for positive energy to drive and motivate the team. Outstanding work ethic and takes full ownership of the operation and results. Takes initiative, always proactive and suggests clever, creative solutions to solving problems. 

Language: Exhibits excellent interpersonal skills. Reads, analyzes, and interprets site specific local news and updates, financial reports, and legal documents.  Responds to common inquiries or complaints from customers, regulatory agencies, and members of the business community. Effectively presents information to top management, public groups, and/or boards of directors. Drafts reports, procedural documents, business plans and presentations, which are clear and concise, outlining solutions and recommendations of action. Possesses good business acumen and excellent organizational