Senior Destination Services Operations Manager

Job Description

Are you passionate about creating exceptional travel experiences? Marella Cruises is looking for a strategic and operationally focused Senior Destination Services Operations Manager to lead the delivery of our shore excursion and destination services programme across our fleet. This is a unique opportunity to combine leadership, innovation, and a love for travel in a role that directly shapes our guests’ cruise experiences.

As part of the Holiday Experiences function, you’ll play a key role in managing supplier relationships, enhancing our excursion offerings, and ensuring smooth delivery across all destinations. If you thrive in a fast-paced, customer-focused environment and bring strong cruise industry knowledge, we’d love to hear from you.

At Marella Cruises, we embrace flexible and collaborative ways of working. This role requires regular office attendance at least twice a week, with the option of working at either our Southampton or Luton offices. Additionally, the position involves overseas travel to support operational delivery and maintain strong relationships with our global partners.

Now taking applications until 25th July.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• Lead the end-to-end delivery of our global shore excursion programme, including supplier selection, contracting, pricing, content development, and health and safety compliance.
• Oversee operational performance of Destination Services, the Cruise Holiday Store, and our in-house bike programme, acting as the main escalation point for any challenges.
• Manage the Destination Services budget, including forecasting, setting seasonal targets, and tracking financial performance.
• Act as the subject matter expert for Destination Services, contributing to strategic projects, technology enhancements, and itinerary planning.
• Support and develop a high-performing team, including one direct report and four head office colleagues, while also leading recruitment and recruitment, operational planning and development for on board teams.
• Build and maintain strong supplier relationships, representing Marella Cruises at industry events and staying ahead of market trends.
• Drive continuous improvement, identifying opportunities to enhance marketing, content, reporting, and the overall guest experience.
• Support crisis response operations, contributing as a cruise and tour operations specialist during high-profile or emergency situations.

ABOUT YOU

• Extensive cruise industry experience, with strong knowledge of global destinations and evolving guest expectations.
• Proven leadership capabilities, with the ability to inspire teams, drive change, and challenge existing processes.
• Strong commercial acumen, including experience in pricing, budgeting, and delivering against financial targets.
• Excellent negotiation and communication skills, with a track record of building effective partnerships across the industry.
• Experience managing cross-functional teams, both internally and externally, to deliver complex programmes on time and within budget.
• A strategic and solutions-focused mindset, with the ability to influence itinerary planning and contribute to long-term business goals.
• A guest-centric approach, ensuring every aspect of the destination services programme enhances the cruise experience.
• Adaptability and resilience, with the ability to thrive in a dynamic environment and respond effectively to operational challenges.

Join Marella Cruises and help shape the future of destination experiences for thousands of guests each year. If you're ready to take the next step in your career and make a meaningful impact, we’d love to hear from you.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

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