Senior Vice President, Customer Experience (Product Development)

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards

The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Essential Functions

• Oversee the end-to-end vision and development of the customer experience as relates to all onboard guest delivery, including Entertainment, Enrichment, Food & Beverage, Marina, Retail, Spa & Wellness, Suite Experience, and Suite Differentiation. Additional ownership and development of the destination experience.
• Through the development of a detailed roadmap, it will drive Product Vision, Product Strategy, Product Design, Product Development, Product Growth, and Product Sustainability for the organization.
• Lead the Voyage Design team in developing and managing all global itineraries, voyage design, and voyage publication. Ensure all voyages are built in collaboration with the Executive Committee and MILUX partners to ensure all elements of sales, marketing, operational feasibility, and marketability are considered, achieved, and promoted in the brand voice.
• Works closely with the Senior Director of Newbuilding Design to ensure that all future suite design, refurbishment, and public area design takes into consideration opportunities for strategic design partnerships and development.
• Oversee the strategic development and vision planning for the Shore Excursion department, ensuring the program meets and exceeds the expectations of the ultra-luxury traveler. Curate regional tour programming with a carefully selected collection of luxury DMCs to ensure an on-brand experience. Partner closely with the operations leadership to ensure the feasibility of delivery and operational execution.
• Develop all guest experience concepts for current and future assets, in line with operational and company goals and KPI’s. Confirm all product elements leverage the relevant supporting technology platforms, where appropriate, to maximize impact and execution of the product at the operational level while providing an integrated guest experience that aligns with brand DNA and values.
• Partner with MILUX Senior Leadership to dive deeply into opportunities to further strengthen and grow the Ritz-Carlton product delivery through meaningful insights and product evaluation. Work closely with individual Ritz-Carlton hotels to build regional programs and connections where appropriate.
• Influence all elements of the organization where the customer experience is touched or delivered to maximize brand alignment. Stay close to all product development to deliver the appropriate balance of innovation and cost alignment while preserving design integrity and maximizing revenue returns across all product channels.
• Lead and facilitate product management teams to maintain consistent and genuine product development across the organization, exceeding all customer expectations, while delivering value and ROI to the business.
• Partner with IT and Digital Product teams to ensure all product drivers are supported with the latest and most appropriate information technology to maximize guest experience and revenue stream potential. Ensure that operational teams have seamless support from all company stakeholders to deliver on guest experience expectations at all times and to successfully bring each product to life.
• Leverage data across the organization to understand the guest voice, product pulse, and measure product performance. Relentless in the pursuit of seeking out data to drive the product forward, ensuring guest feedback is sought out, understood, and that all meaningful data points are layered into the forward momentum of the product delivery.
• Partner with Shipboard Operations to guarantee product delivery always remains in tune with structured product goals and KPI’s. Provide a seamless transition from product development and brand approval through to a sustainable operational handover for execution and delivery.
• Oversee all Shore Collection programs to ensure an on-brand product delivery (pre and post) that aligns with company revenue targets and KPI’s. Uncompromising in ensuring the level of product delivered by all third-party tour operators globally meets and exceeds all guest expectations. Take a think-out-of-the-box approach in all product definition and delivery.
• Work closely with marketing teams to identify, create, and solidify all brand partnerships centered around the product experience. Ensure all operational teams understand the importance of brand relationships in delivering a meaningful and focused customer experience.
• Partner with Marketing leadership to align on appropriate product awareness and communication, validating relevant opportunities are mined, core marketing strategies and opportunities are identified and achieved, and storytelling is in place, a minimum of 12-14 months out from experience delivery.
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

Education

• Bachelor’s degree in hospitality, travel, marketing, or equivalent.
  
  

Experience

• Minimum 15 years of luxury travel experience with a luxury-focused organization.
• Expert in leading Product Development or Customer Experience within a luxury customer-facing organization.
• Experience in developing and launching company-wide projects.
  
  

Skills

• A creative innovator with the ability to see the entire customer journey potential and then build across the organization to ensure a continuous pipeline of elevated customer experiences.
• The ability to influence results and drive decisions through effective and team-oriented communication as part of a high-performing team. Comfortable with driving accountability to ensure success.
• Deep knowledge of the destinations and expertise in setting up complex destination experience programs. A strong network of contacts across luxury travel.
• Ability to understand guest preferences and translate them into a relevant, luxury product offering.
• Interest in understanding and anticipating global luxury experience trends.
• Strong communicator with the ability to confidently tailor delivery to their audience.
• Highly analytical with extreme attention to detail. Organized, structured, and data-driven.
• Strongly oriented towards guest satisfaction. Curious and determined to continue to raise the bar on all guest experiences. Willingness to always consider the guest perspective.
• Organization & multi-tasking with a hands-on approach to team support. Strong project management skills.
• Ability to work in a fast-paced, deadline-oriented environment.
• Ability to solve problematic situations in a quick, efficient manner.
• Proficiency in Microsoft Office and Project Management software.
  
  

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by a computer printer, a fax machine, and light traffic. Traveling will be required, including internationally.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time and frequently requires working additional time outside of normal business hours.

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.