Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe.  We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. 

We are looking for a Director of Consumer Sales. The Director Consumer Sales (Cruise Vacation Planning) will lead the Onboard Sales Team and North American (NAM) Inbound Direct Sales to establish sales goals and work closely with external partners, IT & Guest Service Support Teams (Workforce Planning and Training & Enrichment) in developing and aligning goals, sales processes and techniques, incentive plans, reporting and operational practices. This position is responsible for management, development and revenue generation through NAM Inbound Direct Sales maintaining the relationship with our current partners and developing a optimization strategy, and business efficiencies) and Onboard Sales for all channels to achieve established sales goals while implementing initiatives to increase channel growth. This role will participate in the growth of all (NAM) Consumer Sales with a focus on IB Direct Sales and Onboard Sales revenues by implementing approaches that complement sales efforts and support the company’s overall Direct Sales Strategy.  Position will direct ongoing strategy, analysis, training, and coaching. 

Here’s a summary of what Princess is looking for in the Director of Consumer Sales.  Is this you? 

Responsibilities:

• Set enterprise-wide vision and strategic direction for OBR Sales and NAM IB Direct Sales goal alignment. Develop and execute strategies to increase sales and meet or exceed revenue targets across all channels. Monitor and evaluate IB Direct Sales and Onboard Sales performance, driving channel growth through data-driven decision-making, high operational efficiency, and adherence to company policies and procedures.

• Analyze operations of OBR Cruise Sales Consultants and IB Direct Sales to develop and review performance reporting (i.e. CRM dashboards, automated operational reports, lead assignment reports) to identify gaps and opportunities.  Work with Management Team to address issues, training needs and process improvements. 

• Discuss, review, report on roadblocks with actionable improvement plans & strengths related to promos and tools. Develop and manage consistent feedback and communication processes in collaboration with management and support teams.

• Develop appropriate sales and associated KPI goals. Communicate goals and expectations clearly to the team. Implement Employees Relations (ER) approved accountability processes as necessary to ensure departments reach their sales goals and OBR Sales (all channels).

• Address technical, process and ER issues as appropriate to optimize the efficient operation of the Departments. Elevate to ER and management as needed.

• Collaborate with cross-functional teams including Marketing, Integrated Marketing, Product, Revenue, etc. to align strategies and maximize sales opportunities.  Collaborate with Management, Sales Support/Training specialists & Analytics team to optimize sales.

• Coordinate and collaborate on the implementation of CRM enhancements by assisting with outlining improvements and requirements, communication, UAT, training and post-implementation monitoring.

• Fostering and building a strong relationship with third party organizations to build best practices, processes, sales activities in order to generate increased sales KPIs.

• Implement and maintain quality control protocols that meet company standards.  Uphold adherence to applicable standards and regulations (e.g., PCI DSS, HIPAA).  Conduct routine audits and compliance assessments.  Proactively identify and mitigate operational risks, including those related to geopolitical factors.  Ensure compliance with company standards and business requirements.Implement compliance practices and strategies throughout the team and overall department functions.

• Develop and mentor Manager and Sales Coaches and ensure coaching/administrative responsibilities are delivered consistently. Provide visibility and support for OBR Cruise Sales Consultants.

• Ensure that no channel conflict exists between Direct and Trade channels.

Knowledge & Skills:

Scope: 

• The Director Consumer Sales (Cruise Vacation Planning) will lead the North America PCL CVP Team, Australia CHP Team and supporting agents and deliver to the established sales goals and work closely with External Partners, IT & Guest Service Support team (Workforce Planning, Training & Enrichment, CR etc.) in developing and aligning goals, sales processes and techniques, incentive plans, reporting and operational practices. The Director is expected to lead with integrity and vision, cultivating a culture of inclusivity, trust, and high performance.

Problem solving:

• This role requires a sophisticated approach to problem solving and decision making, focusing on intermediate- and long-term challenges that are critical to achieving strategic goals. The Director is responsible for interpreting executive leadership’s vision and translating it into operational plans that address resource allocation, vendor selection, and incentive program design. Decisions made in this capacity are implementation-focused, requiring a balance of business priorities, anticipation of risks, and the ability to navigate ambiguity with clarity and confidence. The Director must be adept at analyzing complex situations, weighing potential outcomes, and making informed choices that move the organization closer to its strategic objectives. By fostering a proactive and solutions-oriented mindset, the Director ensures that obstacles are addressed swiftly and that the organization remains agile and resilient in the face of change. (Directors+)

Impact:

• By translating broad organizational objectives into actionable plans and fostering a diverse pipeline of future leaders, the Director ensures that the Consumer Sales and OBR Sales strategy is effectively localized and operationalized at every level of the organization. The impact of this role is felt enterprise-wide, influencing consistency in service delivery, agent development, and customer satisfaction while adapting to the unique needs of different regions and teams.

Leadership:

• Provides hands-on leadership in hiring, mentoring, and developing leaders and teams across the contact center organization

• Maintains compliance standards across all practices and ensures effective policy governance

• Ensures strict adherence to PCI compliance requirements

• Possess the ability to own training and quality budget planning, forecasting, and performance tracking with a strong focus on ROI

• Manages full P&L responsibility including labor costs, vendor contracts, and commission structures

For all roles:

• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.

• Skills: Strong time management and organizational skills

• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Requirements:

• 10+ years of progressive leadership experience in consumer sales, contact center operations, travel, or hospitality.

• Proven success leading large, multi-layered sales organizations with direct revenue accountability exceeding $100M+.

• Full P&L management experience, including labor costs, vendor contracts, and commission structures.

• Deep experience in performance management, coaching, QA, and operational discipline.

• Track record of leading teams through organizational change while maintaining stability and morale.

• Strong cross-functional leadership experience in complex, matrixed environments.

• Cruise or luxury hospitality experience strongly preferred.

• 10+ years of progressive leadership experience with a proven track record of driving revenue results in high-touch consumer sales or comparable environment.

• Demonstrated experience managing P&L responsibility, including labor costs, vendor contracts, and commission structures.

• Experience leading multi-geography or multi-site sales operations with 50+ team members.

• Bachelor's degree required; or equivalent combination of relevant experience successfully leading and delivering significant projects.

Minimum Experience (if preferred but not required, list as such):

• Managerial experience leading and/or influencing multi-site call center teams.

• Excellent leadership, interpersonal, and listening skills.

• Excellent communication skills with high-level writing and verbal proficiency. Effective in the broad dissemination of information.

• Strong knowledge of best practices in customer service and call center environments.

• Project management and/or business administration skills required.

• Solid relationship building, organizational, and time management skills.

• Experience leading teams to successfully execute multiple deliverables under strict time constraints while providing strategic guidance, direction, and coaching.

Travel:   25-50% with shipboard travel likely

Work Conditions: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

Physical Demands: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Princess office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Princess provides comprehensive and innovative benefits to meet your needs, including:

What You Can Expect

• Cruise and Travel Privileges for You and Your Family 
• Health Benefits 
• 401(k)  
• Employee Stock Purchase Plan  
• Training & Professional Development 
• Tuition & Professional Certification Reimbursement 
• Rewards & Incentives  

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact careers@carnival.com. 

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