Manager, Sales Support Operations

JOB SUMMARY: Responsible for oversight of a team of Host Network Sales Support Specialists to ensure seamless administrative, operational, and event coordination support for the sales team. Drive efficiency, enhance agent engagement, and maintain accurate database management across all regions.

DUTIES & RESPONSIBILITIES:

• Lead, mentor, and develop a team of Host Network Sales Support Specialists in support of North America travel agent network.
• Identify training needs and facilitate professional development opportunities to enhance team skills.
• Oversee the implementation of new host-support strategy by working closely with Host BDMs and Directors to deliver a comprehensive plan including goals, timelines, and KPIs.
• Project manage the rollout of new host program including system execution, cross-departmental communication, alignment with host agencies on requirements and consistent tracking/updates through completion.
• Monitor and optimize processes for agent onboarding, Independent Consultant registration/deregistration, and low-activity account management.
• Ensure compliance with company policies and procedures across all regions.
• Develop and implement strategies to improve agent engagement, retention, and productivity.
• Analyze sales support metrics (e.g., agent activity, event success rates, database accuracy) to identify areas for improvement.
• Monitor event budgets, timelines, and outcomes to ensure successful execution.
• Collaborate with IT to enhance automation rules for account management and reporting.
• Measure engagement of included host agencies and ICs and make recommendations for process and engagement improvement to drive bookings and revenue.
• Oversee the distribution of marketing materials, brochures, and merchandise to agents for various in-market events.
• Perform other job related duties as needed.

QUALIFICATIONS

DEGREE TYPE: Bachelor's Degree

FIELD(S) OF STUDY: Business Administration, Marketing, or Related Field

EXPERIENCE:

• 5+ years of experience in sales support, operations, or a similar role, with at least 2 years in a managerial capacity.

COMPETENCIES/SKILLS:

• Strategic leader with strong organizational skills, customer-centric, and the ability to manage multiple priorities in a fast-paced environment.
• Ability to manage and develop high-performing teams.
• Ability to think critically. Must be able to set and manage KPI's and measure host program success including.
• Excellent organizational, communication, and problem-solving skills.
• Proficiency in CRM tools (Salesforce), database management, and event coordination platforms (e.g., Cvent).
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Knowledge of the travel industry or cruise sector is a plus.

To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.

EQUAL EMPLOYMENT OPPORTUNITY:

Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement

Applicants have rights under Federal Employment Laws. FMLA | EPPA | Job Safety and Health: It's the Law