Product Delivery Manager

Working Pattern: Hybrid (2 days in the office, 3 days working from home)
Travel: International travel required. A full UK driving licence and valid UK passport are essential.

This is a varied role that combines operational management, customer experience, project management and quality assurance. You'll regularly travel onboard our cruise ships, working closely with ship management teams to ensure high standards are maintained, guest satisfaction remains a priority and operational performance continues to improve.

Key Responsibilities

Guest Experience & Quality

• Monitor and improve the overall guest experience onboard.
• Review guest feedback, surveys and satisfaction scores.
• Identify trends and recommend service improvements.
• Ensure food, entertainment, housekeeping and guest services meet company standards.
• Work closely with onboard management to resolve recurring issues.

Ship Visits & Operational Support

• Travel regularly onboard cruise ships.
• Carry out operational inspections and quality audits.
• Ensure company standards and procedures are being followed.
• Identify operational issues and recommend practical solutions.
• Support ship management teams in maintaining exceptional service delivery.

Stakeholder Management

• Build strong relationships with Hotel Directors, Guest Services Managers and onboard leadership teams.
• Provide guidance and support to improve operational performance.
• Collaborate with internal departments to deliver continuous improvements.
• Communicate effectively with stakeholders at all levels.

• Product & Service Improvement

• Analyse customer feedback relating to dining, entertainment, cabins and onboard activities.
• Recommend improvements to enhance the guest experience.
• Support the introduction of new products, services and onboard initiatives.
• Help ensure passenger expectations are consistently exceeded.

• Performance & Reporting

• Monitor onboard revenue, operational performance and customer satisfaction.
• Analyse performance data and identify areas for improvement.
• Produce reports and recommendations for senior leadership.
• Help deliver business objectives while maintaining high guest satisfaction.

• Refurbishment & Improvement Projects

• Support refurbishment and maintenance projects across passenger areas.
• Assist with planning and delivering improvement initiatives.
• Ensure projects are completed to a high standard with minimal disruption to guests.
• Work alongside onboard and shoreside teams throughout project delivery.

Benefits:

20 days annual leave, increasing each year up to 25 days, plus Bank Holidays.

Access to the Sage Benefits platform, offering a range of discounts including retail, gym and cinema savings.

Access to a 24/7 GP service, confidential personal counselling, wellbeing support and expert advice.

Employee of the Month recognition scheme.

Annual Company Performance Reward.

A complimentary ex-UK cruise after successfully completing six months' service.

An additional day's annual leave for your birthday after one year's service.