Head of Online Accounts

POSITION SUMMARY

KEY RESPONSIBILITIES

COMMERCIAL PLANNING & PERFORMANCE

• Develop and execute integrated sales, marketing and training plans for OTA partners, aligned to the booking curve and long-term growth objectives.
• Translate partner, market and consumer insights into robust, multi‑year account strategies that drive sustainable and profitable growth.
• Produce annual OTA account plans, outlining clear initiatives to improve all key performance metrics, including revenue, passengers, APD and share.
• Provide operational insight into the Annual Operating Plan, ensuring OTA strategies align with broader commercial and distribution priorities.
• Analyse channel profitability, distribution effectiveness and ROI, ensuring investment decisions deliver optimal commercial outcomes.
• Identify and interpret industry, market and consumer trends to unlock future growth opportunities within the OTA channel.
• Lead the analysis of weekly trading performance, reviewing partner data, identifying trends and providing actionable insights and recommendations to the trading and commercial teams.
• Gather and share competitive intelligence, recommending strategies to defend and grow performance in a competitive digital marketplace.
• Ensure strong brand visibility and positioning across OTAs, supported by deep product and sector knowledge.

KEY ACCOUNT LEADERSHIP & ENGAGEMENT

• Own and manage multi-level relationships, including senior key decision‑makers, product managers, and influencers across OTA partners to drive desired outcomes.
• Design and deliver bespoke engagement initiatives that drive loyalty, advocacy and commercial outcomes.
• Plan and execute partner communications, ensuring clear, timely and impactful engagement across major announcements, deployments, season launches and key milestones.
• Develop and maintain a contact plan and wiring plan that supports shared accountability and delivery of agreed objectives.
• Drive engagement with Celebrity's online platforms and automated solutions

CAPABILITY, TRAINING & BRAND ADVOCACY

• Deliver targeted product, sales and digital training tailored to the needs of OTAs to improve conversion and optimise performance.
• Lead product and pricing strategy with partners, including net rate and packaging opportunities, optimising the mix of FIT and group business to maximise yield and conversion.
• Identify and implement bespoke training solutions aligned to partner strategies and commercial objectives.
• Act as a senior brand ambassador for Celebrity Cruises across trade, consumer and industry events.
• Lead and host high‑impact customer and partner events (e.g. ship visits, conferences, launches), ensuring clear objectives, targeted follow‑up and measurable ROI.

EXPERIENCE / KNOWLEDGE & SKILLS

• Strong relationship building and stakeholder management skills, with the ability to engage, influence and present credibly at multiple levels both internally and externally, particularly with digital and online trade partners.
• Collaborative and team‑oriented, with the ability to work effectively within a matrix organisation and across multiple functions. Actively steps beyond core responsibilities to support colleagues and contribute to shared team outcomes.
• High level of understanding and experience with digital marketing practices, able to identify, challenge and shape partnership marketing activity to ensure high returns on investment.
• Brings a constructive, solution‑oriented approach, combining independent thinking with resilience and a consistently positive, can‑do attitude.
• Highly analytical and commercially minded, with the ability to interpret data, identify trends, assess risks and translate insights into clear actionable roadmap that drive performance.
• Proven influencing and negotiation capability, able to align partner priorities with business objectives and deliver mutually beneficial outcomes.
• Proactive and self‑driven, demonstrating initiative and accountability in a standalone senior role.
• Well‑organised with strong planning and prioritisation skills, able to manage multiple partners, initiatives and deadlines in a fast‑paced environment.
• Resilient and persistent, maintaining focus and momentum when navigating complexity, change or competitive pressure.
• Strategic thinker with the ability to develop, execute and adapt account plans aligned to commercial and distribution goals.
• Strong selling and persuasion skills, with a clear understanding of how to position a premium/luxury product through online channels.
• Demonstrated commercial acumen, including experience in analysing performance, managing ROI and supporting contract or commercial discussions.
• Excellent written and verbal communication skills, with the ability to communicate clearly, concisely and persuasively.
• Highly effective presentation and storytelling skills, particularly when conveying insights, strategies and recommendations.
• Comfortable as an early adopter of AI‑enabled and emerging technologies, using innovation to enhance efficiency and commercial outcomes.
• Solution‑oriented, with the ability to identify issues, evaluate options and implement practical solutions.
• Flexible and adaptable, with the ability to travel as required and operate across different time zones and partner environments.

QUALIFICATIONS AND EDUCATION

• Proven success in account management, partner development or channel strategy, ideally within online, digital or distribution‑led environments.
• Demonstrated experience supporting or leading commercial negotiations and driving profitable growth outcomes.
• Experience working within a matrixed or global organisation is highly desirable.
• Sales or commercial experience from any relevant sector considered; travel, hospitality or luxury experience advantageous but not essential.
• Valid driver’s licence with a clear driving record.