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 influence - People leadership, coaching, and change managementPreferred (Desirable) experience- Exposure 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 & hospitality - Onboard revenue streams (F&B, retail, entertainment, excursions) - Reservation & booking systems - Crew management & HR systems - Port operations & logistics - Strong 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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