Transformation of Organizational Performance

Launched and led new organization responsible for all guest sales and service functions for a major cruise company brand, including Digital/Web Marketing and Revenue, Loyalty Marketing, Shipboard/Shoreside Guest Service, the Celebrity Vacations business, Direct-to-Consumer Sales and Onboard Cruise Sales.

Leveraged synergies between the above organizations to provide best-in-class engagement, sales and service experiences to Celebrity’s guests.

Team attained all major revenue targets and KPI’s, including a 40% improvement in Web conversion rate and a 91% increase in onboard cruise sales in the first year.

Business Process Improvement
Increase Revenue

Launched and led the direct-to-consumer sales organization for a major premium cruise company brand.

In two years, grew revenue by 52% and revenue contribution by 34%, while reducing cost-of-sale by 20%.

Developed team of 100 Sales and Customer Service brand experts who successfully lifted repeat sales/loyalty rate by 26% in the first year.

Focused efforts on identification and improvement of key performance drivers, training, compensation plan overhaul, enhanced reward and recognition systems, and clear communication of and agreement on expectations fueled the organization’s success.

At a financial services company, in one year transformed a Sales Division from last to first in all key metrics by stressing consultative selling techniques, individual accountability, discipline, and appropriate prioritization of efforts.

Part of that success was derived from the mentoring and development of 2 new Regional Sales leaders, who took their assigned teams to “top 3” finishes in all key metrics among the 12 Sales Regions.

Increase Revenue