Royal Caribbean Customer Service Jobs (NOW HIRING)

This position is on - site in our Royal Caribbean Headquarters 1050

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group's Casino Team has an exciting career opportunity for a full-time Manager, Casino Alliance reporting to the AVP, Casino Marketing.

Position Summary

We are seeking an experienced, strategic, and relationship-driven Manager of Casino Partnerships to join our team. This highly visible role is responsible for developing and executing partnership strategies that strengthen and expand our Independent Representative Network supporting Royal Caribbean International and Celebrity Cruises.

The ideal candidate possesses a strong background in casino marketing and player development programs, and partnership management, along with exceptional analytical, communication, and relationship-building skills. Success in this role requires a proactive mindset, strategic thinking, and the ability to collaborate effectively across internal and external stakeholders to achieve business objectives and revenue growth.

The Manager, Casino Partnerships is accountable for identifying and securing new business opportunities, expanding and optimizing existing partnerships, negotiating mutually beneficial agreements, and executing innovative sales and marketing strategies that drive gaming revenue and cruise bookings. Drive initiatives focused on global casino player acquisition through the Independent Representative Network, customer engagement, loyalty, and retention while fostering strong relationships with key representatives. This individual will leverage data-driven insights to identify growth opportunities, optimize program performance, and enhance the overall player experience. This role serves as a key liaison between Royal Caribbean Group and its casino partners, ensuring alignment on business objectives while delivering value to both organizations and their shared guests.

The successful candidate will leverage data analytics, market intelligence, and relationship management expertise to identify growth opportunities, evaluate program performance, and maximize return on investment. Through strategic partnership development and targeted player engagement initiatives, the Manager will enhance acquisition, loyalty, and retention efforts while ensuring an exceptional guest experience across every stage of the customer journey, including pre-cruise, onboard, and post-cruise interactions.

Success in this role will be measured by:

• Achievement of annual gaming revenue, booking, and profitability targets
• Growth in new partner acquisition and expansion of existing partnership relationships
• Enhanced guest satisfaction across all partnership-related touchpoints
• Successful implementation and optimization of partnership marketing programs
• Measurable improvements in partnership performance, return on investment, and overall program profitability
• Development of scalable strategies that support long-term business growth and market expansion
• Ensures day-to-day operations are successfully executed
• Manages and support casino credit and wire transfer processing for RCG guests
• Complies with internal audit, SQM/SOP to ensure compliance
• Serve as a resource and subject matter expert regarding market trends, representative performance, and player acquisition strategies

Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications & Education

• Bachelor's degree in hospitality and/or Casino Hotel Management, Business Administration, Marketing, or a related field from an accredited college or university (or international equivalent).  
• Minimum of 5-7 years of progressive experience in Casino Marketing, Casino Sales, Player Development, Casino Partnerships, or a related gaming/hospitality field. Prior cruise, casino, gaming, hospitality, loyalty, or travel industry experience preferred.
• Proven track record of developing, managing, and growing strategic casino partnerships and high-value customer portfolios.
• Experience negotiating and executing partnership agreements, contracts, and cooperative marketing initiatives with measurable business results.
• Strong background in casino analytics, including interpretation of gaming performance metrics, average daily theoretical loss (ADT), average daily worth (ADW), and profitability analysis.
• Experience managing budgets, financial forecasting, compensation programs, and partnership marketing investments.
• Proficiency in CRM platforms such as Siebel and/or Salesforce for account management, reporting, and customer engagement.
• Experience presenting business cases, performance reviews, and strategic recommendations to senior leadership and external partners.
• Ability to manage multiple projects simultaneously while working independently and meeting deadlines in a fast-paced environment.
• Must be able to effectively lead, coach, and manage a team, fostering a high-performance and collaborative work environment.
• Experience collaborating with cross-functional teams, including Marketing, Casino Operations, Revenue Management, Finance, and Hotel Operations.

Financial & Quantitative Responsibilities

• Generating minimum 10% Net Revenue growth year over year in new business.
• Executing existing partnership agreements worth over $20M in Net Gaming Revenue.
• Meeting or exceeding Annual Financial Targets Executes contract negotiations that are profitable to Royal Caribbean Groups and within our program guidelines.
• Oversees creation and management of compensation for Independent Representative Network. 

Working Conditions

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.

The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 - 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

Ability to sit for prolonged periods while working on a computer, analyzing reports, and participating in meetings.

Ability to work flexible hours, including evenings, weekends, and holidays, as business needs dictate.

Ability to maintain visual acuity is necessary to review reports, presentations, contracts, and electronic communications.

Ability to stand and walk for extended periods while attending cruise and casino events, promotions, property tours, and customer engagements.

Ability to travel frequently, including local and overnight travel, via automobile and/or commercial trains or airlines, to conduct market visits, attend industry events, and meet with independent representatives and key customers. 

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group.  

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.