Head of Crew Services

About us

As the leading Yacht Management company, Hill Robinson operates at the heart of the global superyacht industry, ensuring the smooth sailing of some of the world’s most luxurious and complex vessels. With offices spanning the globe, we don’t just manage yachts—we deliver unparalleled expertise, innovation, and excellence across every aspect of yacht, aviation, and estate management.

Our powerhouse team of over 250 professionals are the driving force behind our success. From Charter Management and Yacht Operations to Crew Placement and Technical Services, we offer a full-spectrum service that keeps some of the world’s finest assets running at their best.

But what truly sets us apart?

We create extraordinary opportunities, tackle challenges head-on, and go above and beyond to make the impossible possible. Whether it’s on sea, land, or air, we are the trusted partners who turn ambition into reality.

About the role

The Head of Crew Services leads the Crew Services Business Stream under the functional responsibility of the Chief Operating Officer. 

Initially, the role is to establish a singular Crew Services Business Stream to enhance the coordination and business success of the Crew Services initiative by focusing the current departments and business streams of recruitment, employment, training, and management of superyacht and commercial vessel crew members and estates, as well as corporate recruitment and training, into one “super-hub” Business Stream.

Once established the role will be to run and develop the Crew Services as an effective and profitable Business Stream.

Is the Line Manager for and provides support to the Head of Crew Employment, Head of Recruitment, Head of Academy, and Crew Services Coordinator, plus functional line management for Odyssey Fleet Crew Manager, KSA Crew & Operations Manager.  These persons are directly responsible for managing, supervising and delivering all aspects of crew employment, including crew human resources, crew wellbeing and crew payroll; recruitment (maritime, residential and corporate); maritime and corporate training, Estates and Odyssey team/crew matters.

The role is accountable for the high quality and cost-effective service delivery for all elements of Hill Robinson Crew Services.

Responsibilities

Responsible for delivering the Crew Services Business Stream, working as appropriate with their Heads of Departments.  This includes but is not restricted to:

•       Effective delivery of Crew Services to support crew lifecycle and corporate
recruitment and training, providing a clear line of sight into the business

•       Map end-2-end business processes and workforce planning for the Crew Services departments and services

•       Actively review and monitor operational performance based on data and insights, using meaningful operational metrics, and reporting to identify risk and areas for improvement

•       Use insights, performance measurement results and feedback from our people and stakeholders regarding services provided to identify areas of improvement in service performance and crew experience and implement improvements

•       Monitor responsiveness and accuracy of the teams to ensure high service quality and customer experience

•       Responsible
for
achieving OKR performance
targets
and providing insights into Crew Services business areas

•       Work collaboratively with the COO to develop and translate strategy into implementation contributing to short and long-term organisational planning and strategy. Translate ongoing and future brand / business strategy into effective Crew Services delivery

•       Oversee the end-to-end service delivery of the business streams whilst hitting or exceeding budgetary targets and provide guidance and support when necessary

Recruitment:

•       Develop and implement recruitment strategies with the Head of Recruitment to meet budgetary targets and achieve OKRs

•       Ensure compliance with MLC and any other appropriate industry standards and regulations

Crew Employment:

•       Develop and implement recruitment strategies with the Head of Employment to meet budgetary targets and achieve OKRs

•       Ensure compliance with MLC and any other appropriate industry standards and regulations

Training and Development

•       Work with Head of Academy to create a strategy and direction to continue the growth and development of the Academy

•       Meet budgetary targets and achieve OKRs

•       Ensure compliance with industry standards and regulations in training initiatives

Odyssey:

•       Ensure the service required by CEO – HRSA is provided via the Fleet Crew Services Manager and KSA Crew & Ops Manager

•       Prioritise the support and leadership to ensure these services are delivered in a timely, efficient and reliable manner

Safety and Compliance:

•       Ensure adherence to safety protocols and regulatory requirements

•       Conduct regular procedural inspections

•       Address any crew-related issues promptly and effectively

Communication and coordination:

•       Work with Head of Internal Communications and Marketing

•       Ensure both internal and external client communications are open and supportive whilst aligning with corporate marketing brand, tone etc.

•       Liaise with other departments, business streams and stakeholders to ensure smooth communications and mutual support

•       Network, attend and deliver at relevant industry and crew services/management focussed events.  Present at events and seminars as well as in daily business environment to build relationships, promote and develop opportunities for Crew Services as well as wider Yacht Management and company services

Media and Marketing:

•       With Marketing self-sufficiency with dedicated crew engagement and marketing specialist, lead and coordinate, plan and implement media/marketing initiatives.

•       Work with the Marketing department to oversee both internal and external Crew Services departmental media and marketing communications, activities and brand awareness to focus on driving new business, client acquisition, and supporting retention

•       Managing and guiding appropriate content through a variety of channels and marketing campaigns

•       Organising and attending promotional events and marketing activities

Business Development:

•       Drive sustainable financial growth through boosting sales and forging strong relationships with clients and appropriate new business opportunities

•       Develop a growth strategy focussed on financial gain and client retention

•       Build, and encourage your team to build, long-term relationships with new and existing clients

PERSON, SKILLS AND KNOWLEDGE:

 Business Development:

Delivers the best solutions for the customer, client and company both internally and externally.

Teamwork

•       Proactive cooperation with the team - works for solutions that all team members can support

•       Provide leadership
and
support
to
motivate teams
to
deliver
the
best client and crew experience possible

•       Empower people through setting clear expectations and delegating responsibility for the delivery of agreed outcomes to the lowest level ensuring accountabilities are held

•       Via the departmental heads, manage
the day-to-day performance of the teams and create strategies to improve productivity and efficiency

•       Provide
coaching, mentoring and development of teams to support them to reach their potential

Communication Skills

•       Positive communication skills considering the potential impact of any communication

•       Positive and respectful attitude to all team members and internal and external customers

Interpersonal awareness

•       Understands the interests and concerns of others internal customers, team members etc.

•       Works to continuously improve own interpersonal awareness

•       Will escalate critical issues to own or others' management if own efforts to enlist support have

not succeeded

Ability to Influence Others

•       Works to gain others' support for ideas, proposals, projects, and solutions

•       Involves others in a process or decision to ensure their support and looks for win-win solutions

Building Collaborative Relationships

•       Constantly working to develop, maintain, and strengthen partnerships with internal and external customers

•       Builds relationships with and expresses appreciation to others

•       Tries to understand the merits of others’ perspectives

•       Demonstrates willingness to modify a strongly held position in the face of contrary evidence

Organisational Skills

•       Works well under pressure often juggling an assortment of tasks and continually reassessing priorities

•       Accuracy and attention to detail seeing the task through to the end

Leadership Skills

•       Carries out regular team and 1-2-1 communications and participates in Team meetings

•       Supports the company/site/group perspective even if contrast to personal preference

•       Coach and mentor team to develop and improve performance

•       Effective delegation