Do you aspire to play a pivotal role in shaping the future of critical infrastructure that serves communities across Europe and beyond? Are you looking for a position in which you can set direction and help shape our company? Are you result driven with a strategic mindset? If so, then you could be the newest addition to our team as Onboard Commercial Experience Manager for Jersey Routes.
Be part of the movement – and play your part
About the role
As the Onboard Commercial Experience Manager, you will be responsible for the Onboard Services team of Senior Business Leaders on ferry routes from Jersey to Poole and Portsmouth in the UK, and Saint-Malo in France. This new role will have both strategic and operational dimensions, ensuring DFDS ferries deliver the business strategy while meeting commercial and operational targets for Onboard Services. It will also drive exceptionally high-level standardized performance and customer experience.
Your leadership will guide day-to-day operations, while your strategic vision shapes the future of DFDS Onboard Commercial direction.
You will be responsible for
Overseeing day-to-day P&L for Onboard Services, ensuring Revenue and Contribution targets are met across F&B, accommodation, and retail.
Lead, develop, and motivate Onboard Services teams while managing shore warehouse operations for efficient supply chain delivery.
Maintaining high onboard service standards, analyse Voice of Passenger feedback, and drive continuous customer experience improvements.
Implement food waste reduction initiatives and contribute to sustainability efforts.
Foster collaboration with route management, suppliers, and DFDS Procurement to optimise revenue and costs.
Managing refit projects, establish commercial training standards, and conduct regular ferry visits to uphold operational excellence.
About you
The ideal candidate for this role must be a strong leader, able to manage onboard crews remotely. You’ll enjoy a dynamic work environment, embracing challenges and handling multiple tasks at once. Customer service minded with proven business acumen and operational experience in maritime onboard services, service excellence/customer journey, with an understanding of either Retail, Food and Beverage, Hospitality Experience as a plus. You should possess a solid commercial background and project management skills, including ability to develop business plans and strategies. Furthermore, you are a true team player with the ability to question and improve the status quo based on excellent communication, sharp analytical skills and change management capabilities.
You should value collaboration while being capable of working independently when needed, bringing energy and motivation to keep the team inspired. The perfect candidate will align with the team’s dynamic, service-oriented approach and embrace continuous improvement by streamlining DFDS Onboard operations and driving efficiency. They will take ownership of decisions and outcomes, ensuring high standards of work while inspiring trust and camaraderie within the team, balancing professionalism with a good sense of humour.
We are looking for you if you have strong interpersonal skills and feel comfortable engaging with stakeholders at all levels of the organisation, have a result-oriented mindset while keeping a focus on customers’ needs.
We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best in us all. And we cannot wait for you to join.
Working at DFDS
Join the movement and grow with us.
Be a valued member of a diverse team at DFDS and help drive change together.
While you’re with us, we want you to develop. At DFDS, we believe that development happens first and foremost through activities in the workplace. We will also offer training courses that can support you in your role, if needed.
Please note - the recruitment process for this role will be subject to the impact of an ongoing TUPE consultation process.
Now about what we can give you. You’ll be able to access some fantastic benefits such as:
Contributory pension scheme
Holiday Purchase Scheme
Concessionary offering on our passenger ferry routes such as Portsmouth / Jersey, Dover / France & Newcastle / Amsterdam
Full employee assistance programme including:
Proactive financial, emotional, mental, and physical health care support
Huge range of retail discounts from high street and online retailers
Access to an award-winning Wellbeing platform.
Access to mental health first aid and opportunity to join support webinars with a focus on all areas of positive wellbeing.
Are we a match? Then what are you waiting for? Apply Now.
If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please send us your CV as soon as possible, as we’re keen to meet potential candidates on an ongoing basis.
We look forward to hearing from you