SENIOR ANALYST, ONBOARD REVENUE OPERATIONS

Job Type


Full-time

Description

The Senior Analyst, Onboard Revenue Operations plays a critical role in driving data led decision making, commercial performance, and continuous improvement across all onboard revenue streams. Building upon the scope of the Onboard Revenue Analyst role, this position expands accountability to include primary ownership of performance management, analytics, and commercial support for Photo, Bingo, and Laundry operations, as well as advanced business intelligence development.

This role serves as a key analytical partner to the Onboard Revenue Operations shoreside leadership, shipboard, concession partners, and shoreside stakeholders. The Senior Analyst is responsible for transforming complex operational and guest data into actionable insights through advanced reporting, Power BI dashboards, and performance reviews that directly influence revenue growth, guest satisfaction, and operational excellence. The Senior Analyst is expected to leverage AI and advanced analytics tools to synthesize complex, multi-source datasets into clear, decision-ready narratives for senior leadership, accelerating the pace and quality of commercial decision making.

The position reports directly to the Manager, Onboard Revenue Operations.


KEY RESPONSIBILITIES

Revenue Performance & Commercial Ownership

• Act as the primary point of contact for Photo, Bingo, and Laundry revenue streams, providing end to end analytical operational and commercial support.
• Review, analyze, and communicate key performance indicators (KPIs) for assigned revenue areas, including revenue, penetration, frequency, spend, and guest satisfaction metrics.
• Identify performance trends, risks, and opportunities, and partner with onboard and shoreside teams to define and support corrective action plans.
• Own the pre-cruise revenue analysis, identifying trends and suggesting actions to maximize pre-cruise spend.
• Support product development, testing, and fleetwide implementation for assigned revenue streams, including pricing, packaging, promotions, and operational enhancements for Photo, Bingo and Laundry.

Analytics, Reporting & Business Intelligence

• Design, build, and maintain dashboards to track onboard and pre cruise performance, including:
• Onboard Revenue (OBR) KPIs such as penetration, frequency, and spend
• Guest ratings, comments, and sentiment trends
• Ship, sailing, and product level performance comparisons
• Ensure dashboards provide clear, actionable insights for leadership by translating data into meaningful visual storytelling.
• Own the accuracy, consistency, and governance of onboard revenue data used in dashboards and reporting.
• Run and automate recurring performance reports, deep dive analyses, and ad hoc requests to support leadership decision making.
• Apply AI and generative AI tools (e.g., large language models, AI copilots within Power BI, Excel, or similar platforms) to accelerate synthesis of complex, multi-source data into executive-ready reports, narratives, and recommendations that drive faster, better-informed commercial decisions.
• Identify and champion opportunities to embed AI, automation, and predictive analytics into existing OBR reporting, forecasting, and guest insight workflows, in partnership with IT, Data, and Digital teams.

Guest Experience & Insight Generation

• Analyze guest feedback, ratings, and comments related to onboard revenue products and experiences.
• Identify root causes of guest dissatisfaction and performance gaps and provide insight driven recommendations for improvement.
• Support fleetwide best practice sharing by highlighting successful initiatives, products, and execution models.

Pre Cruise & Digital Enablement Support

• Support pre cruise revenue generation initiatives through performance analysis, reporting, and insight generation.
• Partner with E Commerce, Marketing, and Digital teams to evaluate campaign effectiveness, conversion trends, and guest behavior.
• Support the development and maintenance of digital tools used for revenue improvement and guest feedback, including dashboards, surveys, and onboard digital platforms.

Cross Functional Collaboration & Projects

• Collaborate with concessionaires, shoreside departments, and shipboard teams to support commercial initiatives and operational improvements.
• Supervise administrative tasks from our Onboard Revenue Specialist including but not limited to invoice processing, FCC creation for onboard commercial initiatives, ordering and requisitions, cabin requests and MXP POS maintenance.
• Participate in cross functional projects related to POS enhancements, digital platforms, product launches, and corporate initiatives.
• Serve as a point of contact for onboard revenue analytics, supporting leadership with data driven recommendations.

Financial & Analytical Responsibilities

• Support fleetwide revenue forecasting, variance analysis, and performance reviews for assigned revenue streams.
• Identify anomalies, inconsistencies, and efficiency opportunities through voyage data, revenue dashboards, and financial reports.
• Ensure analytical outputs align with company financial controls, procedures, and reporting standards.

Requirements

Qualifications

• Bachelor's degree in Business, Finance, Analytics, Hospitality Management, or a related field required.
• 4+ years of experience in analytics, revenue operations, revenue management, or commercial analysis in hospitality, cruise, or tourism, including at least 2 years in the cruise industry supporting onboard revenue functions (e.g., Shore Excursions, Spa, Retail, Photo, Beverage, Casino, Internet, or other ancillary/concession revenue streams).
• Proven working knowledge of cruise-industry commercial dynamics, including concessionaire partnerships, pre-cruise vs. onboard revenue channels, voyage-level planning, and shipboard operating realities.
• Demonstrated experience supporting multiple revenue streams or product categories in a complex operational environment.

Knowledge, Skills & Competencies

• Advanced analytical and problem solving skills with the ability to synthesize large and complex multi-source datasets into actionable insights and executive-ready narratives that directly support commercial decision making.
• Hands-on fluency with AI and generative AI tools (e.g., Microsoft Copilot, ChatGPT, Claude, or equivalent) applied to business analytics use cases - including prompt design, responsible use, output validation, and the ability to critically evaluate AI-generated insights before presenting them to leadership.
• Working knowledge and hands on experience in creating, maintaining, and enhancing dashboards in Power BI.
• Strong understanding of key commercial KPIs, including penetration, frequency, spend, and guest satisfaction metrics for the cruise industry.
• High level of business acumen with the ability to connect analytics to operational and commercial outcomes.
• Excellent written and verbal communication skills, with the ability to present insights clearly to senior leadership.
• Strong organizational skills and ability to manage multiple priorities in a fast paced environment.
• Collaborative mindset with the ability to work effectively across shipboard, shoreside, and external partner teams.

Work Environment & Travel

Office based role (Miami, FL) with collaboration across global teams.

Travel, including shipboard visits, may be required up to approximately 20%