Head of Costumer Service Management

vor 1 Woche

Genf, Genf, Schweiz MSC Cruises Vollzeit

The Head of Costumer Service Management is responsible for the strategic planning and management of all MSC Customer Service worldwide, ensuring all activity performed locally support global customer experience strategy to improve guest satisfaction, loyalty and retention.


  • Minimum 7 years experience in costumer service, two of those with proven experience in costumer service management;
  • Experience in the service sector;
  • Bachelor's degree; Master's degree in Business Administration is highly valued;
  • Fluent English (Knowledge of a second European language is preferred but not essential);
  • Results oriented;
  • Very strong client facing and communication skills;
  • Capability to network and develop lasting work relationships;
  • Excellent customer service skills;
  • Strong leadership capabilities;
  • Proven ability to motivate and manage others;
  • Ability to anticipate and manage stressfull situations;
  • Solid judgement along with problem solving and decision making skills;
  • Strong analytical skills;
  • Strong change management skills;
  • PC literacy with proficient knowledge of Microsoft Office;
  • Overseeing 10 Costumer Services worldwide (Europe, USA, Latin America, South Africa) and Corporate Customer Service;
  • Defining and implementing global standards and SLAs that will enable a cohesive measurement across customer centers whilst maintaining local requirements specific to each market;
  • Analysing costumer service performance by reviewing process and\/or system optimization and detecting synergies that will enable efficiency worldwide;
  • Liaising with consumer service Managers and creating a consumer service community that promotes a high performing culture with clear accountabilities and drive towards continuous evolution;
  • Analysing customers feed backs and defining action plan with all parties involved in order to improve guest satisfaction, loyalty and retention;
  • Take ownership of customers issues and follow problems through to resolution;
VISA REQUIREMENTS (if any)
- right to work in Switzerland;

Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean.

Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf.

MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide.

As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia.

The fleet's average age is 7 years, the youngest in the industry.

In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships.

As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year.

MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude.

MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship.

In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.

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