Teams at The Ritz-Carlton Yacht Collection

Owns contact center workforce planning, including forecasting, capacity and headcount modeling, scheduling, real-time adherence, and labor optimization. Builds scalable workforce management tools, processes, models, and reporting; partners with technology, finance, sales, marketing, HR, and operations; and leads WFM analysts. The role identifies root causes, resolves operational issues, improves service levels and revenue performance, and presents staffing recommendations to senior leadership.

Leads the global client development and clienteling strategy for a luxury yacht collection. Builds segmentation, personalized outreach, relationship-management standards, and high-value guest programs to increase retention, repeat bookings, referrals, lifetime value, and revenue. Oversees Client Relations and partners across Sales, Marketing, CRM, Guest Experience, Technology, Analytics, and Operations. Establishes KPIs, governance, clienteling capabilities, and investment frameworks while representing the client voice in executive decisions.

Own the Ritz-Carlton Yacht Collection’s lead nurture and lifecycle email marketing programs. Develop segmentation, campaign, reactivation, and testing strategies; design experiments; analyze performance; optimize engagement, conversion, and revenue; and scale successful initiatives. Partner with analytics, reservations, creative, digital, paid media, brand, and Salesforce Marketing Cloud teams to translate insights into campaigns. Present results and recommendations to leadership while maintaining testing roadmaps and learning documentation.