Position Summary:

This position is accountable for the day-to-day creative, content and execution of promotion activity to the contact centers. Acts as the communications liaison and contact center advocate between internal departments such as Direct and Trade Support Services departments, Sales & Marketing, and Revenue Management to ensure contact center agents are prepared to share promotion details with callers and apply promotions in the system seamlessly. The specialist designs, develops and delivers all internal promotion communications, conduct promotion briefings to staff (as needed), and manages the promotion inbox, SharePoint, and reviews/recommends updates to Knowledge Desk promotion pages and articles.

 

 

Essential Duties and Responsibilities:

Interfaces with various departments (Sales & Marketing, Revenue Management, Training & Development, and Coupon Redemption) to facilitate or assist in the planning of promotions.   Communicates pertinent and confidential details to managers, supervisors, and agents; conducts briefings to the frontline for upcoming promotions. Maintains all comprehensive current and achieved communications inaccessible platform including Excel spreadsheets. Accountable for reviewing, researching, and responding to inquiries, requests, and feedback related to promotions via the promotion’s inbox. Accountable for promotion announcements and image uploads to internal virtual Wallboards. Reviews data, considers available solutions or alternate solutions of business processes, and works with the Promotion Analyst to prepare recommendations for implementation of new systems, policies, procedures, or processes. 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.  The incumbent will be required to perform any other job-related duties as assigned by their supervisor or management.

 

Qualifications, Knowledge and Skills:

 

 

High School diploma and/or Associates degree in a business or communication discipline plus 2 -4 years related experience and/or training required; or equivalent combination of education and direct industry experience.  Previous cruise line or travel industry experience preferred.   Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.  Ability to effectively present information and respond to questions from senior management, groups of managers, employees, clients, customers, and the general public.  Ability to respond to common inquiries or complaints from customers or members of the business community.

 

INTERPERSONAL SKILLS

Ability to work, interact, and communicate with external/internal customers at all levels.  Ability to build and maintain strong business relationships throughout the department and the company as a whole. Skilled in not only hearing but also understanding the needs and concerns of employees, fostering trust and open dialogue.

 

PROJECT MANAGEMENT SKILLS

Strong ability to handle complex campaigns and initiatives.

 

REASONING ABILITY

Ability to interpret a variety of instructions furnished in written, oral, mathematical, design, or schedule form.

 

DECISION MAKING

Superior decision-making skills are required, including the ability to think critically and use independent judgment. Ability to be adept at helping employees navigate transitions and fostering a positive outlook.

 

SYSTEMS

Microsoft Word, Excel, Access, PowerPoint, Project, Publisher, and Outlook required.  Familiarity with AS400 (LegaSuite) or equivalent reservations system preferred.