Domain Consultant - Cruise Liner operations.

DomainConsultant - Cruise Liner operations.

We are seeking a highly experienced Cruise Liner Industry SME / Domain Consultant to provide strategic insights, process expertise, and operational excellence for large-scale transformation programs. The ideal candidate will have deep domain knowledge across onboard operations, guest experience, revenue management, maritime compliance along with Contact Centre operations, with a proven track record of working with global cruise brands.

Location: Mumbai

Mandatory Experience requisite:

• 1015+ years total experience; 510+ years in cruise contact center leadership/consulting preferred.
• Proven track record with global cruise brands (preferably Royal Caribbean , NCL , P&O Cruises , Carnival , MSC ).
• Demonstrated success in omnichannel setup , contact center transformations , and large-scale delivery .
• Strong command of maritime compliance , public health standards , data privacy , and payments security .
• Deep understanding of end-to-end cruise processes and guest lifecycle .
• Technology fluency (CCaaS/CRM/KMS/WFM/Analytics)
• Executive communication & stakeholder influence
• People leadership, coaching, and change management

Preferred (Desirable) experience

• Exposure to IT consulting or system integration projects in the travel & hospitality domain.
• Certifications in maritime operations or hospitality management (desirable).

Education:

• Bachelors degree in hospitality management , Business management or related field.
• Masters degree (MBA/Operations) preferred.

Certifications (Preferred)

• COPC , Lean Six Sigma (Green/Black Belt) , ITIL .
• IATA foundation/airline knowledge beneficial for air-sea integration.
• Relevant maritime/hospitality certifications are an advantage.

Key Responsibilities:

• Act as the primary domain expert for cruise liner operations in consulting engagements and digital transformation projects.
• Provide strategic advisory on operational processes, guest experience, and revenue optimization.
• Support RFP responses, solution design, and client workshops as a domain authority.
• Mentor internal teams on industry best practices and emerging trends in the cruise sector.
• Conduct process assessments and gap analysis to identify opportunities for efficiency and innovation.
• Map and optimize the guest journey across channels (voice, email, chat, social, WhatsApp) and touchpoints (reservation, payments, air/sea, shore excursions, dining, spa, onboard services, and post-cruise service recovery).
• Advise on commercial models (bundles, dynamic pricing, promotions), ancillary revenue (F&B, retail, excursions), and loyalty programs (e.g., Crown & Anchor , Latitudes Rewards , Peninsular Club ).
• Ensure alignment with maritime safety & environmental regulations (e.g., SOLAS , MARPOL ) and public health standards (USPH ).
• Uphold data privacy and telecom compliance (GDPR , CCPA , PCI-DSS , TCPA ) across contact center operations.
• Lead as-is / to-be assessments, process reengineering, and operating model design.
• Drive change management , training, and enablement for agents, supervisors, and leadership.
• Provide CxO-level reporting , insights, and benefits tracking (cost-to-serve, revenue per booking, complaint reduction).

Required Skills & Expertise:

• Deep domain knowledge of cruise liner operations, including:
• Guest services & hospitality
• Onboard revenue streams (F&B, retail, entertainment, excursions)
• Reservation & booking systems
• Crew management & HR systems
• Port operations & logistics
• Strong understanding of regulatory frameworks (SOLAS, MARPOL, USPH, etc.).
• Experience in digital transformation initiatives (ERP, CRM, mobility, analytics).
• Excellent stakeholder management and communication skills .
• Ability to bridge business and technology for solution delivery.