The Brand Performance Director is ultimately responsible for the entire guest experience on-board the assigned MSC Cruises Ships. In line with standards set at a corporate level and our guests’ expectations, this role leads the definition of the on-board product and monitors its implementation to deliver an on-board cruise experience that exceeds the expectations of our guests.
KEY ACCOUNTABILITIES
1. Fully owns the entire guest experience, from product conception on the new buildings to the implementation across the fleet.
2. Defines specifics of the product development with all departments involved, submits budget for approval, and sets time schedule for execution.
3. Closely monitors the start-up phase and ensures on-time and within budget execution of the project.
4. Acts as the point of contact for Onboard Hotel Directors for product-related issues.
5. Provides feedback to the Hotel Operations Team, F&B, and Crew HR to ensure and improve the correct delivery of the product.
6. Monitors the performances of the assigned ships in terms of guest satisfaction and P&L.
7. Creates brand guidelines, standard operational procedures, and KPIs for the entire fleet.
8. Analyzes product delivery and on-board revenue results to ensure optimum implementation across the fleet.
9. Monitors guest satisfaction through comment forms, analytical systems, and dedicated surveys to identify key opportunities and propose corrective actions.
10. Monitors the operational dashboard of the fleet and liaises with all teams involved, both on-board and ashore, to facilitate continuous improvement and excellence.
11. Regularly visits ships to audit and support the on-board execution of set standards.
12. Coordinates Mystery Shopper audits and manages follow-up visits.
MINIMUM REQUIREMENTS
1. 10 years of experience in a senior role in the cruise industry is a must.
2. Previous experience at the corporate level either in the cruise industry or in shoreside structures is highly desired.
3. Fluent in English; knowledge of another language is an advantage.
4. Graduation from a Hotel Management School is an advantage.
5. Good command of Microsoft Office Package.
6. Experience in budgeting and presenting projects at the executive level.
7. Experience in managing remote teams.
8. Experience in managing several projects at the same time.
9. Excellent communication skills in multicultural environments.
10. Ability to travel 30% of the time.
VISA REQUIREMENTS
EU Passport or Right to work in Switzerland.
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