Guest Experience Manager – Cruise Operations

Product Delivery Manager (Guest Experience & Cruise Operations) Location: Hybrid – Purfleet, Essex (1–2 days in the office) Travel: Approximately 10 days per month onboard cruise ships (international travel) Salary: Competitive + Monthly Bonus Are you passionate about delivering exceptional customer experiences? Do you have experience within the cruise, travel or hospitality industry? If so, this could be the perfect opportunity for you. We're looking for a Product Delivery Manager to become the company's eyes and ears onboard our allocated cruise ships. You'll work closely with Hotel Directors, Guest Services Managers and operational teams to ensure every guest enjoys an outstanding onboard experience. Your role will involve travelling internationally to visit ships, reviewing guest feedback, complaints and satisfaction scores, identifying trends, and recommending improvements that enhance both the customer experience and operational performance. You'll monitor KPIs, support onboard management teams and help maintain consistently high service standards across all guest-facing departments. What we're looking for: * Previous experience within the cruise industry is highly desirable. * Candidates from travel, hospitality or customer experience backgrounds will also be considered. * Strong operational and problem-solving skills. * Excellent communication and stakeholder management. * Confident using Excel and analysing performance data. * Willingness to travel internationally on a regular basis. Benefits: * Competitive salary * Monthly performance bonus * 20 days holiday, increasing annually to 25 days, plus Bank Holidays * Ex-UK cruise after 6 months * Birthday off after 1 year's service * Employee of the Month reward * Annual company performance reward * Sage Benefits including retail discounts, GP services, wellbeing support and more * Hybrid working and a friendly, supportive team environment If you're ready for an exciting role where you can make a real impact on the guest experience, we'd love to hear from you