• Director of Guest Engagement & CRM Strategy

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

• The Essence of Excellence: The Gold Standards
• The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.

By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Director of Guest Engagement and Conversion

Job Summary

The Director of Guest Engagement is responsible for shaping and leading a refined, data-informed sales engagement approach on conversion of inbound demand and proactive clienteling (outbound). This role defines how RCYC engages with guests across the sales journey through personalized, timely, and insight-led interactions that elevate conversion, guest recognition, and brand perception.

Sitting at the intersection of Sales, Guest Engagement, Marketing, and Analytics, this leader will define how guest signals, intent, timing, and personalization translate into structured engagement strategies and high-quality clienteling execution. The role combines guest engagement strategy, engagement orchestration, and clienteling execution responsibilities.

Key Responsibilities

Guest Engagement and Lifecycle Strategy

• •Define and lead the global strategy for guest engagement, activation, and reactivation across all stages of the sales experience
• •Establish a clear and elevated vision for how we engage with guests through personalized, relevant, and timely communication
• •Develop both short- and long-term strategies that enhance the guest experience while driving conversion, retention, and lifetime value
• •Own the sales guest engagement framework, including prioritization logic, engagement sequencing, response timing, and outreach intensity
• •Drive improvement of inbound lead conversion through structured, insight-led engagement
• •Define engagement approaches across different lead and guest segments, balancing personalization, timing, and commercial opportunity

Guest Timing and Demand Awareness

• •Build a sophisticated understanding of guest decision-making cycles and identify the moments that matter most in a guest’s journey
• •Leverage behavioral insights, engagement patterns, prior voyage history, and time-to-sail indicators to guide outreach timing
• •Ensure outreach strategies are not only personalized, but aligned with guest intent and readiness
• •Define speed-to-lead expectations and engagement timing rules based on guest intent, value, and behavioral signals
• •Establish prioritization rules to focus sales efforts on the highest potential opportunities

Targeting, Personalization, and Guest Activation

• •Develop refined segmentation strategies that enable highly tailored guest engagement across key segments
• •Lead the design of personalized outreach strategies that elevate guest connection while driving activation and conversion
• •Introduce scalable approaches to personalization that ensure each interaction reflects recognition, relevance, and care

Campaign Strategy and Guest Communication

• •Oversee the development and execution of multi-channel guest engagement strategies, including outbound calls, email, SMS, and digital touchpoints
• •Partner with Sales and Marketing teams to ensure communication is seamless, consistent, and aligned to brand standards
• •Ensure all campaigns are curated to enhance the guest experience while supporting commercial objectives
• •Ensure engagement strategies are operationalized through clear interaction playbooks, call guidance, voicemail guidance, and outreach standards
• •Oversee development of structured storytelling and clienteling approaches aligned with luxury positioning and commercial objectives

Clienteling Execution and Sales Enablement

• •Define and continuously refine guest interaction playbooks across different guest segments and engagement scenarios
• •Support consistency and quality of execution across the sales organization through guidance, training support, and coaching frameworks
• •Partner with Sales leadership to elevate luxury interaction quality, personalization, and conversion effectiveness

Performance Insights and Continuous Enhancement

• •Leverage data and insights to understand guest behavior, engagement effectiveness, and conversion outcomes
• •Translate insights into meaningful enhancements that elevate both guest experience and business performance
• •Establish clear success measures tied to guest engagement, activation, and revenue impact
• •Monitor engagement effectiveness across segments, channels, and agents to identify conversion drivers and execution gaps
• •Establish feedback loops between Sales, Marketing, and Analytics to continuously improve targeting, messaging, and sequencing

Innovation, Personalization and Automation

• •Lead the evolution of personalized guest engagement through advanced tools, automation, and emerging technologies
• •Explore opportunities to introduce intelligent, scalable personalization while maintaining a high-touch luxury experience
• •Drive a culture of continuous testing and refinement to improve how we connect with guests

Cross-Functional Partnership

• •Collaborate closely with Sales, Marketing, Revenue Management, and Analytics teams to ensure alignment across the guest journey
• •Ensure a seamless connection between strategy and execution, with clear prioritization and alignment to business goals
• •Serve as a strategic partner to leadership in shaping how guest engagement contributes to overall commercial success
• •Clarify operational coordination with Marketing around lifecycle triggers, channel sequencing, audience targeting, and guest insights ownership

Leadership and Team Development

• •Build an implement an extensive guest engagement strategy
• •Foster a culture of excellence, curiosity, and continuous improvement
• •Elevate organizational understanding of guest behavior and engagement through clear communication and guidance

Competency

Education

Bachelor’s degree in hospitality management, Business Administration, or related field (advanced degree preferred) and/or 10+ years of progressive leadership in luxury hospitality, travel, cruise, or high-end retail environments, with at least 5 years in a director-level role.

Skills & Experience

• •5+ years of experience in guest engagement, sales strategy, CRM, or customer lifecycle management within a service-driven or luxury environment
• •Deep experience in Clienteling, including the design and execution of personalized, relationship-driven engagement strategies that leverage guest data, behavioral insights, and past interactions to anticipate needs, elevate the guest experience, and drive incremental revenue
• •Demonstrated ability to operationalize Clienteling within CRM platforms (e.g., Salesforce), enabling advisors to deliver highly tailored outreach, curated recommendations, and meaningful foll