Senior Analyst, Sales CRM Operations

JOB SUMMARY : Lead Sales CRM Operations for the North America sales team, including ideation, prioritization, system enhancements, integrations, troubleshooting, and dashboard development. Serve as the primary contact for the North America Trade department, working cross-functionally to support event integration, contract distribution, budget uploads, territory realignments, reporting, and email campaigns. Collaborate with CRM, New Agency, and Direct teams to ensure Salesforce data is accurate, clean, and aligned with NA Trade needs. Own Sales Operations processes and manage data science solutions to automate and solve business problems.

DUTIES & RESPONSIBILITIES :

• Act as the lead for all Salesforce-related requests for the North America sales team.
• Manage and prioritize incoming CRM requests from the North America sales team and the NCLH organization, ensuring alignment with Trade and sales data needs.
• Serve as the primary point of contact for cross-functional initiatives such as event setup and registration, new agency setup, email list management, reporting, and collaboration with Salesforce team leads across Direct and International teams.
• Identify and resolve process inefficiencies, recommend and implement solutions to improve productivity, and manage the evaluation and implementation of new systems (e.g., email service providers).
• Collaborate with the NCL CRM / Salesforce team to develop and implement system enhancements and solutions.
• Build and support Salesforce reports and dashboards for the sales team, delegate reporting tasks as needed, and train team members on report creation.
• Load and maintain budgets within Salesforce.
• Support and manage PMF setup and maintenance, and assist in training Sales Operations team members.
• Gather business requirements for Seaware script development to streamline Salesforce data loading.
• Manage incoming BDM requests, including custom reporting and revenue analysis, and establish realistic timelines and best practices.
• Support email reporting, segmentation, and database hygiene in partnership with the Trade Communications team, ensuring compliance with opt-in / opt-out processes.
• Create and prioritize Salesforce enhancement requests and manage user support tickets to improve functionality and resolve issues.
• Conduct user acceptance testing (UAT) for Salesforce and related systems such as Seaware, Proxima, and Quest when applicable.
• Customize and deliver ad hoc reports, focusing on account lists, contacts, bookings, and roll-up reporting, while continuously improving existing outputs.
• Support the Sales Enablement Manager's training initiatives.
• Build Pardot email lists for BDMs.
• Design and implement a strategy to provide a 360-degree view of travel partner engagement, helping establish Salesforce as the source of truth for agency data.
• Work with Salesforce admin to implement and integrate third-party applications.
• Optimize new agency setup and onboarding processes, ensuring proper integration into NCL systems.
• Manage quarterly territory realignments across all regions in coordination with the Salesforce team to support goal setting and script development.
• Oversee agency database maintenance, including commission table updates, budget loading, and annual contract renewal support.
• Build and maintain strong relationships with field sales directors, sales leadership, and travel partners, including agency owners and executives.
• Provide regular updates and data insights to inform NCL executives of progress, initiatives, and team achievements.
• Perform other job-related duties as assigned.

QUALIFICATIONS

DEGREE TYPE : Bachelor's Degree

FIELD(S) OF STUDY : Business Administration or related field of study

EXPERIENCE :

COMPETENCIES / SKILLS :

To Executive Search Firms & Staffing Agencies : NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.

EQUAL EMPLOYMENT OPPORTUNITY :

Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement

Applicants have rights under Federal Employment Laws. FMLA | EPPA | Job Safety and Health : It's the Law

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