Cunard Senior Brand and Customer Experience Manager

When it comes to iconic brands, a few names truly stand out – and Cunard is one of them. Now you have the chance to join us in a pivotal role, helping to elevate Cunard as the global leader in luxury travel. As our Senior Brand Manager, you’ll be at the forefront of our ambition, shaping the brand’s impact and visibility on a worldwide stage.

We’re looking for a forward-thinking professional with a strategic vision, someone who can bring fresh ideas and dynamic energy to our brand. In this role, you’ll steer exciting new projects, find innovative ways to expand our reach, and play a critical part in Cunard’s growth.

Cunard is built on a foundation of diverse talents and perspectives, and we believe in fostering an inclusive environment where everyone can thrive and contribute to our shared success.

If you’re ready to make your mark with one of the world’s most prestigious brands, we’d love to hear from you.

Role Overview

With the world’s most iconic ships, an inspiring heritage of almost 185 years and outstanding White Star Service, Cunard is proud to occupy a unique position within the luxury travel market. With the arrival of Queen Anne, our newest ship earlier this year, our ambitions are greater than ever. The Brand & Product Development team is instrumental in the success of Cunard, where we continuously seek opportunities to exceed our guest expectations, providing the vision and support to maintain and grow Cunard’s status as a luxury brand around the world.

As Cunard’s Senior Brand and Customer Experience Manager, you’ll use your commercial acumen, creativity and enthusiasm to create real momentum. Your focus will be on the successful long term strategic development of our brand, product, service and experiences.

Key responsibilities:

• Drive the long-term strategic growth of Cunard’s brand: Shape and manage the entire Cunard customer journey, ensuring it aligns with the expectations of our target audience while meeting both our short- and long-term commercial goals.
• Craft compelling business cases for product and service innovations: Guide the coordination, writing, and presentation of in-depth business cases to support forward-thinking product and service developments.
• Engage and collaborate with senior stakeholders across the organisation: Work closely with senior figures across both ship and shore operations, ensuring strong alignment, collaboration, and innovation around our key business priorities.
• Spearhead and influence global brand engagement initiatives: Champion the White Star Service Programme and foster engagement with trade partners, offering persuasive reasons to recommend Cunard as market dynamics shift, helping to maintain Cunard’s iconic status worldwide.
• Monitor market trends and brand health: Undertake strategic discussions with the Customer Insight team to stay ahead of market shifts, monitor global brand perception, and conduct targeted analysis to support Cunard’s long-term brand strategy.
• Champion customer insights and brand partnerships: Utilise customer insights and Cunard’s core values to identify potential brand partnerships that enrich the customer experience and support Cunard’s business goals.
• Refine and uphold the Cunard brand proposition: Define a cohesive brand identity, from visual style and tone of voice to product and service style that informs ‘what we do and how we do it’, ensuring that every aspect of the customer journey embodies Cunard’s position as a leader in luxury, setting benchmarks that transcend the cruise industry.
• Lead customer-focused ship design and refurbishment: Oversee specifications for ship refits and new builds to ensure brand consistency and develop new ship concepts and signature experiences grounded in thorough research and sound commercial strategy.

This role is classified as CUK06 and is available on a full-time, permanent basis. We offer hybrid work including up to two days from home. Other days will be spent on site in our head office in Southampton, or visiting agencies and partners at their offices.

Role Requirements and skills

Our ideal candidates are those who have a blend of strategic vision and technical expertise. We’re looking for someone with:

• Experience of managing, developing and implementing brand and customer centered strategies and product development for a significant service-based brand, ideally across multi-markets or globally, and within a dedicated brand team.
• Experience of sourcing and interpreting complex data, analysis and customer insight to inform initiatives and support business cases for brand decisions.
• Experience of crafting and maintaining a distinctive, differentiated and engaging customer brand proposition across communication, product and service offering.
• Guest-centric mindset with a relentless focus on understanding and meeting guest expectations, driving product and proposition development that resonates with customer needs within the Cunard Brand.
• In-depth knowledge of luxury and hospitality trends, a passion for tracking industry and market trends and identifying new, innovative opportunities to enhance and deliver products and experiences.

About You

You are someone who thrives in a collaborative environment yet is capable of working with a high degree of accuracy and accountability. You’re a brand professional and a visionary, with qualifications and skills to match. We’re looking for team members who are eager to learn, develop, and drive our collective success forward, alongside

• Being a creative thinker who approaches situations with curiosity
• Having the ability to influence and effectively manage stakeholders, and demonstrate thought leadership
• Having strong communication skills effective at all levels
• Proven ability to manage large projects
• Commercially astute, with a sharp understanding of business

Why Join Us?

We offer a dynamic and inclusive workplace where your work makes a real impact. Beyond competitive salaries and benefits, here’s what we offer:

• Employee Discounted Cruising plus Friends and Family offers
• Annual bonus
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Contributory Defined Contribution Pension scheme
• Company paid private medical and dental insurance and health assessment
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition scheme with prizes and awards
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal

Application Note

Given the opportunities we provide, we encourage prompt applications. We are committed to finding the right blend of talent and passion, and our recruitment process may close earlier than advertised for roles with high applicant volumes.

Don’t miss this chance to leverage your accounting qualifications in a role where you can truly shine. Apply today and let’s explore how your skills and ambitions align with our opportunities!

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