Domain Consultant - Cruise Liner operations.

DomainConsultant - Cruise Liner operations.We are seeking a highly experienced Cruise Liner Industry SME / Domain Consultant to provide strategic insights, process expertise, and operational excellence for large-scale transformation programs. The ideal candidate will have deep domain knowledge across onboard operations, guest experience, revenue management, maritime compliance along with Contact Centre operations, with a proven track record of working with global cruise brands.Location: MumbaiMandatory Experience requisite:10–15+ years total experience; 5–10+ years in cruise contact center leadership/consulting preferred. Proven track record with global cruise brands (preferably Royal Caribbean, NCL, P&O Cruises, Carnival, MSC).Demonstrated success in omnichannel setup, contact center transformations, and large-scale delivery.Strong command of maritime compliance, public health standards, data privacy, and payments security.Deep understanding of end-to-end cruise processes and guest lifecycle.Technology fluency (CCaaS/CRM/KMS/WFM/Analytics)Executive communication & stakeholder influencePeople leadership, coaching, and change managementPreferred (Desirable) experienceExposure to IT consulting or system integration projects in the travel & hospitality domain.Certifications in maritime operations or hospitality management (desirable).Education: Bachelor’s degree in hospitality management, Business management or related field.Master’s degree (MBA/Operations) preferred.Certifications (Preferred)COPC, Lean Six Sigma (Green/Black Belt), ITIL.IATA foundation/airline knowledge beneficial for air-sea integration.Relevant maritime/hospitality certifications are an advantage.Key Responsibilities:Act as the primary domain expert for cruise liner operations in consulting engagements and digital transformation projects.Provide strategic advisory on operational processes, guest experience, and revenue optimization.Support RFP responses, solution design, and client workshops as a domain authority.Mentor internal teams on industry best practices and emerging trends in the cruise sector.Conduct process assessments and gap analysis to identify opportunities for efficiency and innovation.Map and optimize the guest journey across channels (voice, email, chat, social, WhatsApp) and touchpoints (reservation, payments, air/sea, shore excursions, dining, spa, onboard services, and post-cruise service recovery).Advise on commercial models (bundles, dynamic pricing, promotions), ancillary revenue (F&B, retail, excursions), and loyalty programs (e.g., Crown & Anchor, Latitudes Rewards, Peninsular Club).Ensure alignment with maritime safety & environmental regulations (e.g., SOLAS, MARPOL) and public health standards (USPH).Uphold data privacy and telecom compliance (GDPR, CCPA, PCI-DSS, TCPA) across contact center operations.Lead as-is / to-be assessments, process reengineering, and operating model design.Drive change management, training, and enablement for agents, supervisors, and leadership.Provide CxO-level reporting, insights, and benefits tracking (cost-to-serve, revenue per booking, complaint reduction).Required Skills & Expertise:Deep domain knowledge of cruise liner operations, including:Guest services & hospitalityOnboard revenue streams (F&B, retail, entertainment, excursions)Reservation & booking systemsCrew management & HR systemsPort operations & logisticsStrong understanding of regulatory frameworks (SOLAS, MARPOL, USPH, etc.).Experience in digital transformation initiatives (ERP, CRM, mobility, analytics).Excellent stakeholder management and communication skills.Ability to bridge business and technology for solution delivery.

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