At a Glance
- Tasks: Champion customer insights to enhance holiday experiences and drive meaningful improvements.
- Company: Marella Cruises, dedicated to unforgettable guest experiences and innovation.
- Benefits: Attractive salary, travel perks, health support, and flexible working options.
- Other info: Join a diverse team and contribute to impactful charity initiatives.
- Why this job: Influence the future of customer experience in a dynamic and collaborative environment.
- Qualifications: Experience in data analysis, customer insight frameworks, and strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
Marella Cruises is committed to creating unforgettable holiday experiences for every guest, and customer insight plays a vital role in shaping that journey.
As our Customer Experience & Insights Manager, you'll help ensure the voice of the customer is at the heart of business decision-making, transforming feedback and data into meaningful improvements that enhance the guest experience from inspiration through to post-holiday reflection.
This is an exciting opportunity to influence the future of the Marella Cruises customer experience, working with stakeholders across the business, onboard teams and external partners to identify opportunities, drive improvements and strengthen guest loyalty through insight-led action.
Please apply as soon as possible, as we expect a high volume of applications for this role.
This may lead us to close the vacancy before the application closing date.
Applications for this role will close on 25th September.
The successful candidate will work on a hybrid basis, spending one day a week in our Luton office.
ABOUT OUR OFFERPersonal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
Flexible working: Work is something you do, not somewhere you go.
We encourage a healthy work-life balance with a dynamic working environment.
A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.
ABOUT THE JOBYou'll champion the voice of the customer across Marella Cruises, ensuring guest feedback and customer insight help shape decisions, priorities and future improvements.
By analysing customer satisfaction performance across the fleet and key guest touchpoints, you'll identify trends, opportunities and areas for improvement throughout the customer journey.
You'll transform data and customer feedback into clear, actionable insights, creating reports, dashboards and recommendations that support informed decision-making across the business.
Working closely with shoreside teams, onboard colleagues and external partners, you'll help design and deliver initiatives that improve customer experiences and strengthen guest loyalty.
You'll lead and support customer experience projects across the end-to-end journey, tracking outcomes and ensuring improvements deliver meaningful results for our guests.
Supporting the wider Customer Experience team, you'll contribute to customer research programmes and help manage the voice of the customer framework, including surveys, feedback tools, reporting and insight generation.
ABOUT YOUYou bring proven experience analysing large and complex data sets, translating findings into meaningful insights that can be clearly understood by a range of audiences.
You've successfully managed customer insight and measurement frameworks, including customer satisfaction and loyalty metrics, to support business improvement and decision-making.
Strong analytical and reporting skills enable you to create impactful dashboards, reports and presentations that bring customer feedback to life.
You'll be a confident communicator who can present recommendations clearly, build strong relationships and influence stakeholders across different teams and levels of the organisation.
Experience managing projects and coordinating multiple priorities allows you to deliver initiatives effectively while maintaining a strong focus on outcomes.
Knowledge of the travel, holiday or cruise sector would be advantageous, alongside experience with tools such as Excel, Qualtrics, Tableau or similar insight and reporting platforms.
From a workplace to a place to belong.
At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.
We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.#L1=CH1 #LI-Hybrid
Customer Experience & Insights Manager - Cruise in Honiton employer: TUI Group
At TUI, we pride ourselves on being an exceptional employer that champions innovation and collaboration. As the Head of Customer Data Science & AI, you'll enjoy a flexible working environment that promotes a healthy work-life balance, alongside attractive remuneration and generous travel benefits. With access to the TUI Learning Hub for personal growth and opportunities to engage in meaningful community initiatives, you will be part of a diverse team dedicated to shaping the future of customer experiences through advanced analytics and AI.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Insights Manager - Cruise in Honiton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TUI Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TUI Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience & Insights Manager - Cruise in Honiton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TUI Group:Your cover letter is your chance to shine! Tell us why you want to work at TUI Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TUI Group!
How to prepare for a job interview at TUI Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
