Account Manager Port Services EMEA

About Us

Royal Caribbean Group is the world’s largest cruise line, having a record‑breaking year and launching not one but TWO brand new ships in 2025! It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now. With our three brands – Royal Caribbean International, Celebrity Cruises & Silversea – we operate ships in South America, Europe, Asia, Australia, and several North American markets beyond our headquarters in Miami, FL. We cover the globe and ensure that wherever guests want to go, Royal Caribbean Group has a ship that can deliver a world‑class vacation.

Role Overview

The Account Manager, Port Services EMEA will be based at our offices in Weybridge, UK. The closing date for applications is 17th October 2025. This role has overall operational and financial responsibility for port services in the assigned Northern Europe sub‑region, including management of all port agencies and port relationships. The Account Manager ensures that all port and ship services for all brands are achieved in a timely and professional manner according to established department and company standards. They build and adhere to a financial budget, controlling negative exposure related to ship requests, abnormal operations, and stevedoring/port manning levels.

In overseeing Guest Port Services, the Account Manager is responsible for the overall guest experience in designated turnaround ports, including airport meet‑and‑greet, transportation, pier staffing and cruise check‑in processing of cruise guests. They maintain brand image and essence, ensuring that contracted third‑party vendors or in‑house staff deliver a positive first and last impression of RCCL for all cruise guests by providing exceptional customer service that meets established brand standards. The Account Manager also works closely with the PortOps/GPS Leadership, GPS Operations Managers and Account Managers based in Miami.

Responsibilities

• Manage relationships with Port Authorities, including contract negotiation, cost‑benefit analysis, operational effectiveness, future deployment impact, brand image considerations, marine operations, port operations, guest port services, facilities management, and port modifications.
• Develop and implement goals and strategic approaches for optimal overall operations in collaboration with GPS and Port Operations leadership in Miami.
• Collaborate with Department senior management to craft strategic goals and objectives; communicate timely regional issues to ensure proper administrative support.
• Manage existing vendor relationships; identify opportunities to leverage these relationships in alignment with corporate strategy; formulate vendor strategy, negotiate contracts, and establish terms and service levels.
• Interface closely with Deployment and Itinerary Planning on berthing, operations, and execution of port operations.
• Manage berthing assignments to ensure maximum operational and service benefits.
• Identify and enact process improvement, automation, and creation of a department knowledge base to improve operational efficiencies and controls.
• Plan and coordinate new ship/port combinations with Port Engineer, Marine Operations, and the brands as needed.
• Contribute to the creation and management of the annual operating Port Operations and Guest Port Services budget; monitor financial performance versus plan and forecasts; make recommendations to meet or exceed targets.
• Conduct new contract negotiations with Port Authorities and vendors to achieve the best cost and operational terms.
• Assess and analyse capital appropriation requests for port operations; prepare recommendations for the executive management committee in coordination with Finance.
• Lead various special projects and assignments.
• Respond to crises involving ship operations (hurricanes, OPP outbreaks, legal situations, guest satisfaction issues); participate in crisis response planning.
• Represent the corporation at governmental meetings, association functions, industry events, conventions, and other meetings as required.
• Travel to turnaround locations to oversee pier and airport operations and conduct site inspections (~50% travel); orchestrate turns and ports of call with ground handlers, port agents, regulatory agencies, airport authorities, and shipboard management team.
• Ensure the team develops turnaround programs and contingency planning; ensure operational plans and conference calls for turnaround ports are held on time.
• Ensure turnaround ports and airports meet metrics and standards for Guest Port Services.
• Direct interaction with senior shipboard management in planning turnaround operations via pre‑season calls; maintain ongoing contact throughout the season to discuss operational enhancements.
• Travel to turnaround locations (~70% travel); orchestrate turns with ground handlers, port agents, regulatory agencies, airport authorities, and shipboard management team.
• Monitor and evaluate operations through site inspections, Brand Quality Audits, shipboard reports, and comment cards; review ratings and determine corrective action.
• Benchmark industry best practices for turn operations; identify opportunities to fulfil corporate strategy; visit other cruise lines’ operations for learning; develop operational plans; set up entire operation from ground up if needed.
• Work with the GPS Team in Miami to solicit and negotiate applicable contracts annually; prepare detailed financial competitive analysis for each port and recommend ground handler/transportation selections.
• Work with the GPS Team in Miami on the annual G&A Operating Plan (including payroll, temporary employment, travel & lodging, office supplies, uniforms, etc.); review monthly financial performance with stakeholders to meet goals.
• Perform special operational and analysis projects as requested; provide recommendations to improve service and efficiency.
• Perform other duties as required.

What We Offer

We are client‑centric but put people first. Our culture values trust and equal opportunity for everyone. We provide employee development, learning from experienced professionals, rewarding success, promotion opportunities, a competitive pension, private healthcare, life assurance cover, a cruise request program, and friends & family cruise discounts. We also offer free parking, a shuttle bus, on‑site restaurant, gym, and a flexible work approach that combines office and remote work. Join the team and grow with us.

Equal Employment Opportunity

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