World Travel Holdings | Careers | Cruise118 Jobs

Purpose of the role

The Real Time Analyst will be responsible for monitoring of all queues and skill sets, adjusting call allocations driven by real-time trends. The Real Time Analyst is responsible for monitoring agents, ensuring adherence to their schedules. Please note, this role does include working evenings and weekends.

Roles & Responsibilities

• Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance
• Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
• Reporting trends and feedback to R&P manager to improve call handling time and productivity of CC agents
• Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
• Manage advisor skill groups and balance resources to achieve target KPI’s
• Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels
• Help to identify skill set shortages for short-term training requirements
• Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI’s are achieved
• Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs

What you get in return

• Competitive Salary
• 28 days holiday including bank holidays
• Hybrid working
• Contributory company pension scheme
• Parking permit paid for
• Employee and friends and family discounts on cruises
• Uncapped concession towards your own cruise holiday for each year of employment
• Extra annual leave day for a charity day
• Attendance bonus paid at Christmas
• Rewards gateway
• Enhanced maternity package
• Refer a friend bonus
• Extra annual leave day for your birthday
• Range of shifts covering seven days a week, with alternate weekend shifts

Our Values

• We deliver – We build plans to focus on the right things, and we make them happen
• We are passionate – we are approachable and direct and straightforward to deal with
• We strive to be better – We push for excellence and innovation in everything we do
• We are connected to our customers – We listen, understand and engage with our customers

Roles & Responsibilities

• Building and refining our existing ECRM communications across the full customer lifecycle with ongoing optimisation to meet our commercial targets
• Implementing CRM workflows, personalisation and triggers in our marketing automation platform, considering both digital (ECRM) and offline communication channels including direct mail and outbound call triggers
• Owning the relationship with our ESP / Automation provider and ensuring best use of all available tools and technology
• Build on our existing loyalty programmes and introduce new campaigns including “surprise and delight” activity for our priority clients
• Producing weekly and monthly reports for senior leadership, with clear actionable takeaways or recommendations for new communications / content

What you need

• Previous commercial experience in a CRM executive role. Travel experience would be desirable, B2C experience is essential
• Management of CRM campaigns, from brief to delivery of the campaign process with post campaign reporting and analysis
• Experience in designing and delivering a testing programme of new campaigns
• Experience of working on multi-channel campaigns, including digital and offline channels
• Experience in working with data and building reports to enable optimisation and management level reporting
• Experience of developing campaigns using HTML and Liquid Mark Up (or equivalent dynamic content language)
• Experience of working with a large scale ESP / Automation Platform e.g. DotDigital
• Confident user of Excel and Google Analytics

What you get in return

• 25 days holiday plus bank holidays
• Hybrid working
• Contributory company pension scheme
• Parking permit paid for
• Employee and friends and family discounts on cruises
• Uncapped concession towards your own cruise holiday for each year of employment
• Extra annual leave day for a charity day
• Attendance bonus paid at Christmas
• Rewards gateway
• Enhanced maternity package
• Refer a friend bonus
• Extra annual leave day for your birthday

Our Values

• We deliver – We build plans to focus on the right things, and we make them happen
• We are passionate – we are approachable and direct and straightforward to deal with
• We strive to be better – We push for excellence and innovation in everything we do
• We are connected to our customers – We listen, understand and engage with our customers

Purpose of the role

The ideal candidate will be an experienced and commercially minded digital marketer. The Paid Media Manager will have responsibility for each of the company brands and the day-to-day management of the paid search and paid social accounts.

Roles & Responsibilities

• Plan, optimize, implement, and manage paid search campaigns
• Implement and optimize paid social media advertising across multiple social platforms
• Ensure the campaigns and ads are updated with the relevant promotions
• Work with the marketing team to ensure landing pages are effectively optimised to aid maximum ROI and conversion
• Perform keyword research and manage all bid management
• Work with the Head of Digital Acquisition to ensure all paid search and social activity falls in line with the larger digital marketing strategy and priorities
• Provide updates for the trading team on paid media activity
• Keep up to date with the latest industry trends
• Maintain Social and PPC KPIs, analyse activity and performance of all paid search and social activity and report findings and resulting actions to the Head of Digital Acquisition on a weekly basis
• Manage the balance of budget and leads working to a monthly set cost per lead target
• Oversee the affiliate marketing channel, completing required tasks to keep the affiliate program running effectively
• Any other reasonable requested task within skill set

What you need

• 2 years of experience in a similar role
• Proven track record in driving successful PPC and paid social campaigns
• Strong working knowledge of Google AdWords, Bing Ads and Facebook Business Manager
• Strong attention to detail
• Passion for digital marketing
• Effective communication and reporting skills
• Strong track record in managing medium to large-sized budgets
• Strong numerical and analytical skills
• Good working knowledge of Google Analytics

What you get in return

• 28 days holiday including bank holidays
• Hybrid working
• Contributory company pension scheme
• Parking permit paid for
• Employee and friends and family discounts on cruises
• Uncapped concession towards your own cruise holiday for each year of employment
• Extra annual leave day for a charity day
• Attendance bonus paid at Christmas
• Rewards gateway
• Enhanced maternity package
• Refer a friend bonus
• Extra annual leave day for your birthday

Our Values

• We deliver – We build plans to focus on the right things, and we make them happen
• We are passionate – we are approachable and direct and straightforward to deal with
• We strive to be better – We push for excellence and innovation in everything we do
• We are connected to our customers – We listen, understand and engage with our customers