Cunard Partner Support Specialist

One of the best-known names in cruising, Cunard is the world’s leading international premium cruise line, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Cunard is well known for its White Star Service and Trans-Atlantic Crossings. 

We’re looking for an amazing Specialist, Cunard Partner Support to join Cunard. Cunard is one of the oldest and most famous ocean liners in the world. This position is responsible for administering support in all aspects of sales administration including helping support and to grow lower-producing travel agencies (i.e., Cruise nights and coordination of co-op marketing, special customer requests, contract administration, trade events, in-port events, sales planning, and reporting in support of the department and company’s goals and objectives.  The specialist serves as a subject matter expert on all Sales Support functions for travel agency partners, the Field Sales and National Account teams, and Sales Directors.  Works directly with travel advisors in responding to any business challenge or event questions as well as supports agency booking and CR questions that come into Sales Support via email or phone.  Works with Commercial and Groups teams to set-up booking events and resolve booking issues.  
 
Here’s a summary of what Cunard is looking for in its Specialist, Cunard Partner Support. Is this you?

Responsibilities

• National Field Sales Support - Provides customer service to National Accounts, Field Sales, and travel agents on Sales topics including, but not limited to, pricing, booking/policy questions, and reporting. Reviews National Account websites for annual policy content updates. Assists with promotional item distribution. Works to resolve Customer Relations issues on behalf of travel partners. Implement BDM empowerment goodwill transactions for Travel Advisors or their guests on behalf of the BDM. Submit concession forms to the Commercial team on behalf of the BDM. Sets up nights, helps with large group requests, and sets up Inner Circle. Assists accounts with high potential but low producing and assists generally with all accounts.
• Co-Op Marketing - Logs, audits, and monitors the processing of Co-op marketing requests. Confirms spending does not exceed contracted amounts, verifies receipt of documentation, ensures that backup complies with Co-op Marketing Guidelines, calculates billing for accuracy, works with BDM or agency to resolve discrepancies, and manages timely payment processing.  
• Marketing Ad Review - Reviews marketing materials (ads, email, and direct mail) to ensure the strategy is aligned with Sales Planning and Marketing and is accurate (fares, itineraries, disclaimers), and in compliance with Co-op Guidelines.
• Events and Familiarization Cruises - Coordinates sales events, including developing landing pages for data collection, sending invitations, managing the reporting of RSVPs, coordinating bookings with internal departments, meeting space requirements, F&B, transportation, and other facets of travel.  Supports all facets of sales events, large inaugural FAMS, and Executive Sales Forums including communications to guests, presentations, and PowerPoint design templates. Coordinates port functions (ship visits) including annual lists from Directors, submitting requests, sending invitations, and managing RSVPs.
• Reporting - Distributes weekly/monthly Sales reporting to national and strategic accounts.
• Contract Administration - Support Sales Coordinators as needed with template creation, issuance, tracking, and execution of annual sales agreements with accounts.
• Other - Supports special mailings and assembly projects.  Maintains Standard Operating Procedures to document department workflow.  Provides training for the Field Sales team on co-op marketing. Evaluates and recommend department process improvements.

Requirements  

• Minimum 5 years of customer service or sales experience.
• Intermediate Microsoft Office,  Excel, Word, and PowerPoint skills
• Excellent customer service skills.
• Excellent verbal and written communication.
• Strong attention to detail and high level of accuracy.
• Good database management tools (i.e., Access) as well as web landing page data collection using tools like Eloqua, Pardot or similar.
• Adaptable to fast paced environment with able to manage shifting priorities.
• Good project management skills to lead event preparation and execution with Sales Directors and BDMs.
• Good understanding of POLAR booking engine to support group set-up and bookings for events.
• Budget management and reconciliation for events.
• Works well in a team.
• Strong collaborator.
• Strong project management and communication skills in c