Job Description Job Title : Head of Retail Services (6mth FTC) Department : Product Development and Supply Job Reference : Job Section : Reporting to (Job Title) : Onboard Revenue Director, Carnival UK No of Direct Reports : 3 Titles of Direct Reports: Retail Managers PA, Admin Support Size of Departments: Approximately 5 Budget Responsibility : Revenue Revenue Responsibility : 100m + Date of issue: May 2015 Issued by (name): Laura Jayne Warwick General Manager- Commercial Services Hotel Operations / Page 1
Overall Purpose of Role The role is responsible for driving significant business change and on board revenue growth. Ensuring delivery of the on board revenue strategy and fleet revenue performance for both P&O and Cunard brands. The role has overall responsibility for the Retail Services team, ensuring the team has the appropriate skill levels, is highly motivated and capable of supporting the brand objectives for P&O Cruises and Cunard in all aspects of retail activities. Working with and driving third party operators to effectively retail space on board to deliver profit targets Main Activities and Responsibilities Strategic Leadership: Reviews On Board revenue performance versus target and initiates recovery plans where appropriate. Manages trade-offs between Commercial, Retail and Operational teams to ensure biggest benefit for Carnival UK. Co-ordinates inputs into strategic planning process and integrated planning cycle Provides direction and leadership for reporting, analysis and insight requirements for effective business performance management Retail Management: Delivers On board Revenue Budget in conjunction with Commercial Services and Hotel Operations Teams, ensuring appropriate measures are in place to meet such targets. Manages monthly, quarterly and annual reporting processes with third party operators to ensure focus and delivery of financial and non-financial targets. In conjunction with Commercial Services Director, Hotel Operations and the Brand Teams ensure Retail Department maximises any cost management opportunities through synergies across both brands. Ensures all revenue and cost of sales lines are actively financially managed and controlled through support and challenge to business owners or 3 rd party operators Ensures all retail product offering and compliance procedures are Brand appropriate and fit for purpose Develops standard and bespoke contract terms and conditions to specification and in conjunction with Legal team. Manages and develops the tender process for the selection of current/new retail revenue partners. Develop Service Level Agreements with external suppliers with retail/revenue product and service criteria. Manages the performance of external partners and ensure compliance to contract terms and Service Level Agreements. Ensures purchasing specifications for retail/revenue inventory are supplied in line with Supply Chain Department requirements, and in accordance with legislated standards, codes of practice and budget constraints. Provides specification and retail expertise for new build and refit programmes. General Manager- Commercial Services Hotel Operations / Page 2
Coordinates the deployment of retail/revenue staff in conjunction with the brands, retail partners and HR department People Management: Leads and develops a team of professional experts with strong service ethic to ensure responsive service to Brand and Operational Teams whilst ensuring best practice in retail/revenue management. Provides resources, professional expertise and support for the Brand and Operational Teams in all aspects of retail/revenue management Works with Hotel Services to ensure compliance of all procedures and good operating practice within fleet regulations. Ensures that retail/revenue priorities are recognised and accommodated within wider business and projects managed to time, budget and agreed quality standards. Develops a team which is empowered and capable of working with the business to deliver an understanding of commercial performance and profitability. General: Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employees control (list not exhaustive); To undertake ad hoc duties as required by the Commercial Services Director and/or the VP Operations, Carnival UK and to support the other activities of the Operations function as may be required. Other Features of Job (travel, hours of work, working conditions etc): The role is office-based (Southampton). Travel within the UK and abroad may also be required. The role will require periods where overtime will be necessary. Location: Southampton Office General Manager- Commercial Services Hotel Operations / Page 3
Person Specification Job Title : Department : Job Reference : Job Section : Education, Qualifications and Training Essential: Degree or equivalent qualification Desirable: None specified Experience Essential: Ability to maintain a balanced internal /external, corporate / business perspective Strong analytical and commercial experience and evidence of improving business performance Strong Commercial awareness and understanding of retail environment Hands-on (with a purpose) and willing and able to roll up sleeves Customer centric approach. Experienced at managing cross functional Projects Experience of managing competing priorities effectively Solid understanding of cruise industry and ship environment Desirable: Change management and Board influence experience Excellent verbal and written communication skills Strong planning and organisational skills Experienced at managing large commercial relationships. Working knowledge of competitive tendering procedures. General Manager- Commercial Services Hotel Operations / Page 4
General Manager- Commercial Services Hotel Operations / Page 5
Behavioural Competencies Competencies that refer to the personal characteristics and behaviour required for successful performance Add Value Maximises customer value and profit by driving efficiency Establishes clear businesses cases for change / investment, and taking into account knowledge of customer Uses company knowledge and external market data to identify opportunities for commercial success Joins up whole picture by connecting (and documenting) different parts of the business Actively benchmarks against other businesses Uses management information to make proposals that improve business performance Makes Change Happen Coaches team to help them work successfully and deliver Role model and instigator of change Presents abstract, future change in simple terms to others Personally creates and sustains momentum for change where there is a danger of fatigue Ensures change is positioned in line with strategy Encourages continuous improvement Balances the people and process sides of change Creates a positive environment where change happens Active Positive Praise Develops a strong team spirit Role models best practice in goal setting, decision making and managing performance Recognises good work Shares successes with others up and down the chain Customer Centred Develops long lasting and mutually supportive relationships Networks to ensure learning is shared across the business Creates a great customer experience by connecting with the customer and their changing needs Is passionate about delivering value to customers General Manager- Commercial Services Hotel Operations / Page 6
Spends time with customers to deepen appreciation of customer needs Uses customer understanding to inform strategic decisions Supportive / Challenge Ensures right talent is performing in the business and works hard to retain talent Spots signs of stress in others and takes action Creates the environment for people to do fewer things better Trusts others to lead and transfers responsibility and accountability to others Encourages others to do things differently and develop skills Uses positive language and behaviours to generate energy for self and others Sets challenging goals and manages people outside of their comfort zones Informal Enthuses team with a passion for the vision and values of the business Demonstrates awareness of own position and impact as role model Inspires and motivates others to deliver things they didn t think possible Has less formal meetings and sets a relaxed atmosphere to put people at ease Uses emotional intelligence to resolve conflict and disagreement Remains visible and accessible whilst managing through others Straight Talking Builds trust and respect with colleagues Is confident to challenge constructively Communicates vision at every opportunity and uses creative ways to create / sustain interest Creates culture of open and timely feedback Works collaboratively with business to break down silos Uses a variety of influencing techniques, tailored to meet needs of the audience Visible Individuals in the team feel valued and supported Accessible, approachable and trusted Radiates commitment Visible with peer group in other departments Future Focused Strives to improve things by challenging existing thinking Has relentless determination to achieve despite challenges Learns from the past, anticipates the future and adapts own style Thinks and conceptualises what might be in the future Is willing to recommend unpopular options to challenge current thinking Looks at entire business picture to evaluates change General Manager- Commercial Services Hotel Operations / Page 7
Develops and uses alliances to improve processes and relationships Adopts succession planning for team development, identifying skills gaps Reads the tone of the organisation and adopts a balanced and flexible approach (pragmatic) 10 Point Balls Balances resources and energy on business priorities Accountable for consistently delivering results Measures and evaluates effectiveness of goals set Goal focused and be conscious of not being unduly drawn into the tactical Emotional intelligence to see what it s worth trying to influence and what can be set aside as noise Aware of priorities of other departments and considers impact on self/team Able to manage multiple agendas General Manager- Commercial Services Hotel Operations / Page 8