Domain Consultant - Cruise Liner operations.

DomainConsultant - Cruise Liner operations.

Cruise Liner Industry SME / Domain Consultant

Location:

Mandatory Experience requisite:

• 10–15+ years

  total experience;

  5–10+ years

  in cruise

  contact center leadership/consulting preferred.

• Proven track record with

  global cruise brands

  (preferably

  Royal Caribbean

  ,

  NCL

  ,

  P&O Cruises

  ,

  Carnival

  ,

  MSC

  ).
• Demonstrated success in

  omnichannel setup

  ,

  contact center transformations

  , and

  large-scale delivery

  .
• Strong command of

  maritime compliance

  ,

  public health standards

  ,

  data privacy

  , and

  payments security

  .
• Deep understanding of

  end-to-end cruise processes

  and

  guest lifecycle

  .

• Technology fluency

  (CCaaS/CRM/KMS/WFM/Analytics)
• Executive communication & stakeholder influence
• People leadership, coaching, and

  change management

Preferred (Desirable) experience

• Exposure to

  IT consulting or system integration projects

  in the travel & hospitality domain.
• Certifications in

  maritime operations or hospitality management

  (desirable).

Education:

• Bachelor’s degree in

  hospitality management

  ,

  Business

  management or related field.
• Master’s degree (MBA/Operations) preferred.

Certifications (Preferred)

• COPC

  ,

  Lean Six Sigma (Green/Black Belt)

  ,

  ITIL

  .

• IATA foundation/airline

  knowledge beneficial for air-sea integration.
• Relevant

  maritime/hospitality certifications

  are an advantage.

Key Responsibilities:

• Act as the

  primary domain expert

  for cruise liner operations in consulting engagements and digital transformation projects.
• Provide

  strategic advisory

  on operational processes, guest experience, and revenue optimization.
• Support

  RFP responses, solution design, and client workshops

  as a domain authority.
• Mentor internal teams on

  industry best practices and emerging trends

  in the cruise sector.
• Conduct

  process assessments and gap analysis

  to identify opportunities for efficiency and innovation.
• Map and optimize the

  guest journey

  across channels (voice, email, chat, social, WhatsApp) and touchpoints (reservation, payments, air/sea, shore excursions, dining, spa, onboard services, and post-cruise service recovery).
• Advise on

  commercial models

  (bundles, dynamic pricing, promotions),

  ancillary revenue

  (F&B, retail, excursions), and

  loyalty programs

  (e.g.,

  Crown & Anchor

  ,

  Latitudes Rewards

  ,

  Peninsular Club

  ).
• Ensure alignment with

  maritime safety & environmental regulations

  (e.g.,

  SOLAS

  ,

  MARPOL

  ) and

  public health

  standards (

  USPH

  ).
• Uphold

  data privacy

  and

  telecom

  compliance (

  GDPR

  ,

  CCPA

  ,

  PCI-DSS

  ,

  TCPA

  ) across contact center operations.
• Lead

  as-is / to-be

  assessments, process reengineering, and

  operating model

  design.
• Drive

  change management

  , training, and enablement for agents, supervisors, and leadership.
• Provide

  CxO-level reporting

  , insights, and

  benefits tracking

  (cost-to-serve, revenue per booking, complaint reduction).

Required Skills & Expertise:

• Deep domain knowledge

  of cruise liner operations, including:
• Guest services & hospitality
• Onboard revenue streams (F&B, retail, entertainment, excursions)
• Reservation & booking systems
• Crew management & HR systems
• Port operations & logistics
• Strong understanding of

  regulatory frameworks

  (SOLAS, MARPOL, USPH, etc.).
• Experience in

  digital transformation initiatives

  (ERP, CRM, mobility, analytics).
• Excellent

  stakeholder management and communication skills

  .
• Ability to

  bridge business and technology

  for solution delivery.