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Role Overview The Cruise Product Delivery Manager is responsible for overseeing and delivering the complete onboard guest experience across assigned cruise ships. Working in line with company standards and guest expectations, the role ensures the successful preparation, execution, and continuous improvement of the onboard product and service offering. In partnership with the Head of Guest Experience, Head of Hotel Operations, Procurement, and the Chief Experience Officer (CXO), the Product Delivery Manager ensures operational excellence, brand consistency, achievement of KPIs and revenue targets, and the delivery of an exceptional cruise experience for every guest. Key Responsibilities Guest Experience & Product Delivery Take full ownership of the end-to-end onboard guest experience, ensuring delivery aligns with corporate standards and brand expectation Work closely with internal stakeholders to maintain onboard service standards, ensure compliance with operational procedures, and identify priorities for ship improvements. Collaborate with the Head of Guest Experience, Group Head of Hotel Operations, Procurement, and the CXO to develop and implement the Guest Experience brand strategy in a way that is operationally deliverable onboard. Monitor onboard product delivery performance and ensure consistent compliance with agreed standards. Review guest feedback, surveys, analytics, and comment forms to identify improvement opportunities and implement corrective action plans. Support the development and implementation of new product and service enhancements across the fleet. Operational Performance Act as the primary point of contact for Hotel Directors and Guest Services Managers on all product and service-related matters. Monitor ship performance across guest satisfaction, onboard revenue, operational KPIs, and compliance measures. Produce monthly operational performance reports for the CXO and senior leadership team. Analyse onboard product delivery and revenue performance to ensure optimal execution across assigned vessels. Review operational dashboards and work collaboratively with onboard and shoreside teams to drive continuous improvement and operational excellence. Review daily operational logs to ensure smooth cruise operations and provide recommendations to onboard management teams. Audits, Projects & Ship Support Conduct regular ship visits to audit standards, support onboard teams, and ensure consistent product delivery. Coordinate Mystery Shopper audits and manage all follow-up actions and improvement initiatives. Support the planning and operational delivery of charter cruises in collaboration with the CXO. Develop project plans and recommendations for hotel refurbishment and enhancement projects. Manage weekly hotel snagging lists and work closely with Technical Officers to ensure all hotel equipment and facilities are maintained to required standards. Key Skills & Experience Previous cruise ship experience is preferred but not essential. Strong organisational, leadership, and problem-solving abilities. Excellent verbal and written communication skills in English. Proficient in Microsoft Office and onboard PMS systems such as Resco or equivalent. Ability to analyse operational performance and make data-driven decisions. Confident, accountable, proactive, and results-oriented approach. Flexible and willing to travel regularly, including working weekends as required. Committed to promoting a positive “can do, will do, with pleasure” service culture. Key Performance Indicators (KPIs) Onboard Revenue Margin (ONB REV) – performance-related bonus applicable Onboard & Shoreside Operational Cost Performance (OPEX) Onboard & Shoreside Guest Satisfaction / Net Promoter Score (NPS) Product Delivery Compliance & Brand Standards Mystery Shopper Audit Results Operational Improvement & Project Delivery Metrics benefits : 20 days holiday – increasing annually to 25 + bank holidays Access to Sage Benefits offering many retail, gym, cinema discounts as well as a GP and personal counselling and advice, wellbeing Employee of the month reward Company performance annual reward Ex UK Cruise after 6 months to enjoy 1 day for off for your birthday after 1 year Friendly, open office environment as well as hybrid working pattern Please notes: Must be able to travel internationally and drive due to travel requirements. ideally have a revenue and guest experience background

Product Delivery Manager (Guest Experience & Cruise Operations) Location: Hybrid – Purfleet, Essex (1–2 days in the office) Travel: Approximately 10 days per month onboard cruise ships (international travel) Salary: Competitive + Monthly Bonus Are you passionate about delivering exceptional customer experiences? Do you have experience within the cruise, travel or hospitality industry? If so, this could be the perfect opportunity for you. We're looking for a Product Delivery Manager to become the company's eyes and ears onboard our allocated cruise ships. You'll work closely with Hotel Directors, Guest Services Managers and operational teams to ensure every guest enjoys an outstanding onboard experience. Your role will involve travelling internationally to visit ships, reviewing guest feedback, complaints and satisfaction scores, identifying trends, and recommending improvements that enhance both the customer experience and operational performance. You'll monitor KPIs, support onboard management teams and help maintain consistently high service standards across all guest-facing departments. What we're looking for: • Previous experience within the cruise industry is highly desirable., • Candidates from travel, hospitality or customer experience backgrounds will also be considered., • Strong operational and problem-solving skills., • Excellent communication and stakeholder management., • Confident using Excel and analysing performance data., • Willingness to travel internationally on a regular basis. Benefits: • Competitive salary, • Monthly performance bonus, • 20 days holiday, increasing annually to 25 days, plus Bank Holidays, • Ex-UK cruise after 6 months, • Birthday off after 1 year's service, • Employee of the Month reward, • Annual company performance reward, • Sage Benefits including retail discounts, GP services, wellbeing support and more, • Hybrid working and a friendly, supportive team environment If you're ready for an exciting role where you can make a real impact on the guest experience, we'd love to hear from you

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Inverclyde Council recognises the mutual benefits of having a flexible, effective workforce to deliver the best services to our community, whilst enabling employees to balance their personal, home and work responsibilities more effectively, with a view to achieving greater job satisfaction, motivati

We’re proud of our award-winning service, recognised with:. Supporting service improvements through our “Find it Clean, Keep it Clean” ethos.

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CS plays a key role in the quality of the student, staff and visitor experience, providing services across diverse areas such as the University’s sporting facilities, food and beverage, cleaning, conferencing, hotel operations, day nurseries, Portering, post, branded and own-brand retail outlets,

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Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.As part of the Domestic Operations team, you will join a small team of Cleaning Team Leaders, playing a key role in maintaining high cleaning standards across the College.Providing guida

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Avenues is a vibrant and welcoming community where people genuinely smile, laugh together, grow both personally and professionally, and achieve truly great things.We firmly believe that well-supported people support people well, which is why we invest significantly in our team members.By providing c

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