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Trade Automation Specialist in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 11/20/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Miami, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/20/2019

Job Description

POSITION SUMMARY:

The Trade Automation Specialist is responsible to support the developing and delivering automation training initiatives to travel agencies in North America with the objective to increase automation targets and adoption for sales and service.

The Trade Automation Specialist is accountable for increasing the overall percentage of trade bookings made through electronic distribution tools by developing Sales plans* to reduce calls into the call center for sales and service. The Specialist will work with the Sr. Web Analyst to develop reports by account to track performance, automation growth and training effectiveness based on pre-defined targets. The training programs consist of automation across a variety of booking tools such as Espresso, Sabre, Amadeus, Travel Port and third-party technology systems such as Revelex.  The Specialist will review and monitor the success of the programs with an emphasis on results from training key accounts. The Specialist may support other training efforts including developing training material, and/or supporting various Sales events. Maintains relationships with the Trade, Sales team, and other departments to leverage efforts and costs as well as working in conjunction with various other training teams. This position has primary responsibility for managing key accounts with the objective to driver higher automation utilization across the various distribution systems. *(These strategies are collectively derived from corporate objectives and feedback from market intelligence, travel agent surveys, focus groups, sales feedback, customer support activity and ongoing review of metrics.).


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Creates and conducts training programs, webinars and/or the appropriate training platform to educate travel agents on automation with the objective to increase adoption/conversion for sales and service. 
  • Performs skill assessment to determine automation skill needs at the travel agent level and then develops/tailor’s automation training programs specific to the agent needs.  
  • Creates a comprehensive training calendar targeting key accounts in their territory(s).
  • Customizes approach to audience (front-line agents, owners, managers) as well as tailors messaging to the channel of distribution (home based, on line or retail).
  • Responsible for working with the training teams on opportunities to expand and deliver the automation training curriculum/program to all travel agencies in their assigned territory. The Specialist will also work with the training team to ensure the content for CruisingPower.com and Espresso is up-to-date on Royal Caribbean¿s educational platform.  
  • Identifies and recommends new training policies or programs based on knowledge of identified training needs, business systems, or changes in products, procedures, or services.
  • Communicates, tracks and reports records of training sessions and automation growth. Analyze return on training (ROT) metrics to monitor account performance pre/post training.
  • Organizes and maintains a reference library or resource for training manuals, testing and evaluation procedures, multimedia visual aids, and other educational materials in both hard and soft copies.
  • Manages execution of all elements of projects to assure on time, on budget, and delivery within agreed upon quality parameters to achieve desired results.
  • Ensures that a feedback and monitoring process is in place for all training, ensuring effectiveness and quality of results.
  • Confers with internal departments to determine effective utilization of training, proper scheduling and applications of training and scope of training needs and initiatives relating to digital strategies and goals.
  • Keeps informed on new developments, methods and techniques in the training fields as well as within the industry.
  • Accountable for developing and maintaining relationships with key partners to capitalize on automation growth opportunities, trends, training and system optimization.
  • Perform 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.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Job Requirements

QUALIFICATIONS:

  • Bachelor’s degree from an accredited college or university required. Concentration in Training, OD, or HR preferred. 
  • Minimum 2-3 years experience in Sales Training, a related training field, or training design/delivery.
  • Minimum of 2 years curriculum development experience preferred. 
  • Must have excellent presentation skills and experience presenting in front of large audiences.


Travel Required: 

  • Up to 80%. 
  • Position is Miami- based and will require extensive travel through the US and Canadian territories.


Certification: 

  • Professional training certification preferred.
  • Familiarity with e-commerce distribution models highly desirable.
  • Must possess excellent written and verbal communication and negotiating skills.
  • Must be a highly organized self-starter able to manage multiple concurrent work streams, producing high quality deliverables while working with minimum supervision.
  • Web experience preferred

KNOWLEDGE AND SKILLS:

  • Must have the ability to prioritize and manage multiple responsibilities successfully.
  • Ability to work in a complex, matrix environment where priorities change rapidly and tight deadlines exist is required.
  • Excellent facilitation and presentation skills
  • Basic knowledge of adult learning principles,
  • Ability to negotiate successfully and resolve conflict.
  • Must be organized and self-motivated, adaptable to constant change and have a strategic and creative mindset.
  • Must possess clear, concise and professional verbal and written communication skills.
  • Strong analytical skills.
  • Ability to document or describe strategy and tactics, implementation plans, metrics, success factors and contingency plans is required.
  • Ability to propose metrics for measuring effectives of tactics and be able to understand and relate data in way that will provide useful information for assessing and enhancing product offerings. 
  • Strong computer skills, including web applications, MS Office and sales database applications as well as extensive knowledge of PowerPoint, Excel and Word to create and deliver executive level presentations.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

 

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