Sales Enablement & Learning Manager

  • Norwegian Cruise Line Holdings Ltd.
  • Miami, Florida
  • Jun 06, 2021
Full time General Managers and Management Executives Sales and Marketing

Job Description

BASIC PURPOSE: Create best-in-industry trade and sales enablement and engagement experiences to train North America sales team members and North America travel partners to efficiently communicate and support sales and drive demand for Norwegian bookings.


Create and design effective adult education and sales enablement experiences including new to brand onboarding for all NCL Sales team members. Create the same for new travel partners, agents and agencies.

Conduct needs analysis development, communication and execution of state-of -the - art digital and in person learning solutions necessary for the evolution of policies, best practices, booking platforms, SOPs, business updates, etc. including hosting training webinars for Travel Agents, agency owners, agency trainers, Operations Managers, Marketing and support employees at identified North America travel agencies.

Collaborate with subject matters experts such as the Regional Marketing & Engagement Managers to identify learning and development activities and manage learning curriculum, content and platforms such as Accent Technologies, Pardot Sales Tools and NCL University. Apply tested instructional design theories and sophisticated use of storytelling to creatively deliver field training to Travel Advisors and call centers teams when relevant. Optimize training execution for efficiencies (i.e. record for use and distribution across multiple channels/partners).

Own NCL U platform, ensure existing NCL U content enhances the learning experience and develop new NCL U e Learning, self-paced learning and instructor led training that is fun and creative and rooted in the principles of adult learning theories. Collaborate with internal and external stakeholders to evolve NCL U platform to ensure Travel Advisors engagement, interaction and enjoyment of media content.

Create standard training templates in variety of mediums such as audio, video, simulations, role plays, job aids, online tutorials etc. - to quickly and efficiently allow for consistency and speed-to-market of training.

Develop multimedia resource library for Travel Partners and Sales team that can be viewed or utilized for training in the field (also utilized by Travel Agencies/trainers and posted on their internal sites) - how to book, applying FCC's, promotions, air, etc. Collaborate with Passenger Services to utilize existing assets and develop new when needed.

Analyze and determine ROI reporting and apply trends and best practices to future learning activities.

Support Trade Management communication plan and checklist flow to support brand initiatives, changes, updates, policies, etc. to ensure consistency of message, deliverables, training and assets every time an update needs to be communicated.

Coordinate with other departments throughout the organization to ensure that training is on brand, complete and in-line with internal messaging and policies including partnership with Guest Services team to ensure externally published information is consistent and available in a timely manner.

Develop "who we are" training for cross-company onboarding and familiarization. Develop Train the Trainer Programs. Act as internal brand advocate for Sales, Trade and Trade Management teams - including hosting trainings for non-Sales departments. Coordinate with Guest Services to integrate Sales organization training into new guest services/help desk/groups department employee training.

Plan, execute and promote North America Sales team meeting, including agenda, content, speakers, presentations, training and session planning. Work with Engagement and Events Manager to coordinate on-site execution.

Partner with trade marketing to create content for online presentation library to be utilized by the entire North American sales team.

Work with Trade Communications team to contribute training material to weekly internal communication, periodic Partners First webinars, emails and social media channels when relevant.

Schedule and host monthly sales team update - gather contributions from all relevant areas of the business and Trade Management team. Create presentation, record and add to library for reference.

Ensure brand compliance and consistency of engaging content that can be consumed in a variety of mediums across Travel Partner and Sales Team messaging.

Design and develop learning plans, training, content, agenda, presentations for President's Club, Inaugural Events and Ship Launches.

Work with Engagement and Events Manager to expand event reach by promoting engagement and event opportunities as relevant.

Where possible, integrate training interaction into master travel agency database and

Stay up-to-date on industry best-practices and new training techniques, technology and platforms' Make recommendations for, implement and integrate virtual training options to further optimize speed-to-market and spend.

Create and maintain strong and positive relationships across the entire North America sales team by keeping them informed as to engagement opportunities and metrics against customer event participation.

Perform other job-related functions as assigned.


EDUCATION: Bachelor's Degree in Instructional Design, Educational Technology, Marketing, Advertising, or Business Administration, or related field of study; or any equivalent combination of relevant experience and skills.

EXPERIENCE: 5+ years' experience in sales, marketing, content management, instructional design, curriculum development or similar skills and B-to-B relationship management or sales management. Prior experience in managing departmental and event budgets.

KNOWLEDGE & SKILLS: Ability to work in a dynamic and fast pasted environment. Previous experience with a startup company or start up ship experience or experience with rapid company growth preferred. Excellent communication and relationship skills are important for this role. Experience with of eLearning development tools such as Adobe, Articulate Studio, Captivate, Microsoft Office Suite of products, website administration tools, meetings management tool, webinar production tools, email communication and database management tools.

Expert knowledge of marketing principles.

Pardot knowledge and familiarity with Salesforce platform.

Advanced knowledge of learning theories and instructional design models.

Ability to anticipate Sales team and Travel Partner needs to address questions before they arise.

Excellent written, verbal and oral communications skills to produce and develop strong and effective internal and external communications and training materials.

Exceptional organization skills and ability to identify and correct inefficiencies a must. Excellent project management, leadership, budgeting, negotiation and analytical skills.

Must be highly process and detail oriented and organized in order to manage multiple tasks.

Strong command of e-communication technologies and virtual meeting platforms.

Strong leadership skills to work with internal teams effectively.

Must be a self-starter, take initiative, think and act quickly in response to urgent communication needs and company change.

Ability to easily adapt to and manage change and to thrive in a busy environment with multiple deadlines.

Strong interpersonal skills to work successfully in a team-based environment and cross-departmental role.