JOB NUMBER: JB03924
VACANCY NUMBER: ADV04709
ORGANIZATION: MSC Cruises S.A.
BUSINESS AREA: Office
LINE MANAGER: VP Global Hotel Operations
As the Brand Performance Director at MSC Cruises, you will play a pivotal role in shaping the overall guest experience across our fleet. You will be responsible for overseeing the conception, development, and execution of on-board products, and you will ensure that our cruises not only meet but exceed guest expectations. This role requires a seasoned professional with a deep understanding of the cruise industry, a strategic mindset, and the ability to lead cross-functional teams to deliver excellence.
End-to-End Ownership: Take full ownership of the guest experience, from product conception on new builds to implementation across the entire fleet.
Product Development: Collaborate with various departments to define product specifics, submit budget proposals, and establish timelines for execution.
Execution Monitoring: Closely monitor the start-up phases of projects, ensuring on-time and within-budget executions.
Communication Hub: Act as the point of contact for Onboard Hotel Directors, addressing product-related issues and providing necessary support.
Feedback Mechanism: Provide constructive feedback to Hotel Operations, F&B, and Crew HR teams to enhance product delivery.
Performance Monitoring: Monitor the performance of assigned ships, focusing on guest satisfaction and financial performance (P&L).
Guideline Creation: Develop brand guidelines, standard operating procedures, and key performance indicators (KPIs) for the entire fleet.
Data Analysis: Analyze product delivery and on-board revenue results to ensure optimal implementation across the fleet.
Guest Satisfaction: Monitor guest satisfaction through comment forms, analytical systems, and surveys, identifying opportunities for improvement.
Operational Excellence: Monitor the operational dashboard, collaborating with on-board and ashore teams to facilitate continuous improvement.
Ship Visits: Conduct regular ship visits to audit and support the on-board execution of established standards.
Audit Coordination: Coordinate Mystery Shopper audits and manage follow-up visits.
• 10 years of senior-level experience in the cruise industry is essential.
• Previous experience at the corporate level, either in the cruise industry or shoreside structures, is a plus.
• Fluent in English; knowledge of another language is an advantage.
• Graduation from a Hotel Management School is an advantage.
• Experience in budgeting and presenting projects at the executive level.
• Proven experience in managing remote teams and multiple projects simultaneously.
• Excellent communication skills in multicultural environments.
• Ability to travel up to 30% of the time.
EU Passport/ Right to work in Switzerland.
In the course of our recruitment and selection process, we may make your Personal Information available to third parties such as recruitment agency, intermediaries and other business partners.