Cruise Ops Account Manager

Position Summary

The Account Manager, Cruise Logistics serves as the primary point of contact for assigned cruise line customers and their vendor networks. The role is responsible for managing strategic customer relationships, coordinating end-to-end logistics solutions, overseeing service delivery, and supporting commercial growth within a 4PL environment.

Working closely with customers, vendors, carriers, and internal operational teams, the Key Account Manager ensures that transportation solutions are executed efficiently while maintaining exceptional customer service standards and operational performance.

Key Responsibilities

Account Management & Customer Relations

Serve as the primary contact for assigned cruise line customers and vendors.

Build and maintain long-term customer relationships through proactive communication and service excellence.

• Understand customer logistics requirements, operational needs, and service expectations.
• Conduct regular business reviews and identify opportunities for operational improvement.
• Provide account coverage and support to other Key Account Managers as required.

Vendor & Supplier Management

• Develop and maintain strong relationships with cruise industry suppliers and vendors.
• Coordinate logistics requirements between cruise lines and their vendor network.
• Facilitate communication between customers, vendors, carriers, and internal teams.
• Resolve operational issues impacting customer service and delivery performance.
• Ensure vendor shipments meet customer expectations and service standards.

Logistics Solution Management

Design and coordinate transportation solutions across air, ocean, trucking, courier, and multimodal services.

• Act as the central liaison between customers, carriers, vendors, and operations teams.
• Monitor shipment progress and maintain visibility throughout the shipment lifecycle.
• Proactively communicate risks, delays, and exceptions to stakeholders.
• Support critical and time-sensitive logistics requirements for vessel operations.

Pricing & Commercial Management

• Prepare transportation quotations and pricing proposals.
• Develop competitive and cost-effective logistics solutions.
• Negotiate and coordinate rates with carriers and suppliers.
• Contribute to account profitability and revenue growth.
• Identify opportunities to expand services within existing accounts.

Operational Oversight

• Oversee shipment management within the Transportation Management System.
• Ensure shipment accuracy, regulatory compliance, and documentation integrity.
• Coordinate execution with operational teams and logistics partners.
• Support resolution of complex shipment issues and customer escalations.
• Monitor adherence to customer-specific requirements and SOPs.

Qualifications

5-10 years of logistics, freight forwarding, or supply chain experience within the cruise industry.

• Strong understanding of international transportation and supply chain operations.
• Experience in customer-facing account management roles.
• Strong commercial awareness and pricing experience.
• Excellent communication, organization, and stakeholder management skills.
• Proficiency with Microsoft Office and transportation management systems.