BASEL OFFICE - Shore Excursions Product Manager

PURPOSE OF POSITION

 

The Shore Excursions Product Manager (SPM) is in charge of all Shorex products (incl. Extensions) within his/her Operation Area (geographical stretch / operation) and for a specific number of ships. The role is an integral part of the Land Operations team.

The SPM reports to the Land Operations Directors, communicates with Corporate Enrichment and Program Managers (CEPMs) and Corporate Operations Managers (COMs) in his/her Operation Area, as well as Program Directors. In addition, this role is the main communication and relationship link with all our vendors and partners. Tactical internal (Land Operation Dept.) meetings as well as continuous communication with corporates (COMs – CEPMs) and the ships are part of the role’s responsibilities.

The main role of the SPM is to monitor and manage Shorex revenue and quality, as measured by guest satisfaction KPIs, as well as to provide active support in product enhancement, refinement and development of alternative plans for potential deviations. Additionally, a significant part of the role is to manage deviations during the season, in accordance with the pre-developed deviation plans.

Day to day tasks include tactical monitoring and analysis of quality and onboard revenue metrics, training design and provision of support material for the PDs and partners towards the goal of maximizing revenue and quality. To this end, travelling is required with the objective of investigating potential areas of poor performance and discuss realignment measures. Furthermore, the SPM is responsible for driving and implementing realignment measures when quality or revenue performance issues are identified. The role requires an average of 10 days of travelling per month depending on the season and business needs.

The SPM will be based in our Operational Head Office in Basel, Switzerland. Thus, please note that we can only accept candidates who are eligible to work in Switzerland or in possession of a relevant work permit.

 

RESPONSIBILITIES

Product Enhancement & Planning

• Create Cruise Layout, with detailed tour descriptions
• Design function sheets & upload data in MXP (cost structure within Shorex Cost Manager role)
• Review travel docs and optional tour marketing descriptions
• Create/update manuals & handbooks relating to Shorex for season start
• Design and provide training sessions for season start
• Create new tours in MXP, incl. deviation standard tours and flight change deviations
• Customized follow-up on an additional guest request (for example Lost & Found issues)

• Conduct market research and apply analytics on various metrics in order to support Product Development team in the refinement of new products for the upcoming season
• Review and provide insight for various marketing initiatives (website design, tour descriptions etc.) to support LA Marketing team

 

Quality Management
• Analyze & communicate quality results from previous season
• Analyze Quality KPIs and guest comments per cruise on a weekly basis
• Maintain Local Guide Manager reporting tool
• Communicate with CEPMs to ensure that comment tagging is performed at ship
• Maintain internal quality database and update accordingly
• Conduct ad-hoc analyses on various Shorex quality aspects
• Design (set objectives and task list) and conduct field trips to investigate performance issues
• Communicate with vendors in order to provide feedback on quality reports and agree if needed on corrective measures
• Provide support to LA Marketing team and LA Yield Manager, through analytics, for the design of tactical campaigns in order to drive MVJ pre-sales

 

Revenue Management
• Development and continuous enhancement of an appropriate revenue reporting structure, that is able to support decision making
• Conduct tactical monitoring, analysis and reporting of Shorex penetration and onboard revenue per cruise for DIR LOD and VP LOD
• Maintain onboard revenue database and update accordingly
• Communicate with the ships in order to support and drive penetration & onboard sales

 

Other
Communication with vessels

SPMs are responsible for driving process adherence to comment tagging for quality control, pushing an ‘onboard selling’ culture, providing material and support for onboard selling of Shorex optionals, communicating quality analyses and reports, as well as discussing quality or revenue performance issues.

Communication with vendors
SPMs are responsible for developing relationships with vendors together with Product Development, at the very first stage of our cooperation. From there onwards, they are responsible for monitoring quality and comments for each vendor, communicating feedback back to them, as well discussing and negotiating realignment measures. Additionally, communication and negotiations for the development of standard deviation programs is a responsibility of the SPM.
Although SPM role has a different scope than Shorex Cost Manager (SCM) role, managing the same operation or fleet, leaves room for cooperation and early surfacing of identified performance issues. Thus, it is expected that the two roles consult / advise each other on relevant matters relevant to their role.

 

QUALIFICATION PROFILE
• Background in tour guiding or destination management in an international environment, experience in the cruise industry is a plus
• Excellent written and spoken communication skills. Fluent in English, additional languages are a plus
• Business acumen and computer affinity (Office Suite, MXP), administrative experience
• Excellent organizational and communicational skills
• Ability to work independently, service-oriented and guest-focused
• Open for new ideas, honest, critical, energetic and enthusiastic
• A self-starter with a can-do mindset, with complete attention to detail
• Flexibility and stress resistance, team player, commitment, positive personality, professional appearance

 

WHAT WE OFFER
• Employee restaurant (including free soft drinks, juices and coffee)
• Regular company events, e.g. sports games, BBQ, cooking classes
• A modern working environment with height-adjustable desks
• A dynamic and fast-growing environment where you can drive your future
• A free cruise for you and your +1 every two years


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