Shore Excursion Customer Experience Manager
vor 3 Wochen
The Shore Excursion Customer Experience Manager (CEM) is focused on improving Shore excursions customer experience across the end-to-end journey by continuously listening to customers feedbacks, synthesizing the data, and proactively distributing the findings to empower customer centric actions and decisions across the organization. As CEM, you will be responsible for translating customer feedback into actionable insights that will drive operational improvements. You will be working with cross-functional partners across the shore excursions organizations to gather requirements and create reports and dashboards that meet their needs. You will be synthesizing customer experience surveys with other transactional and operational data sources across customer journeys to proactively identify customer pain points and areas of opportunity. You will be responsible for managing our newly developed (and continuing to evolve) Voice of Customer program with high visibility through Medallia.
- English fluent, written and spoken. Ability to speak additional languages such as Italian, Spanish, French or German is an advantage
- 5+ years of experience in data analytics including experience in customer feedback or survey analytics, statistical analysis, marketing analytics, or similar quantitative fields
- Proficiency in telling a comprehensive and completing story with customer feedback and linking different sources of data to provide actionable insights tailored to partners' needs
- Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences.
- Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS), surveys, and customer feedback
- Experience with building reports and dashboards
- Experience building and managing text analytics tools is strongly preferred.
- Experience working on quantitative research projects in the area of consumer insights.
- Advanced computer software skills required including Microsoft Office tools.
- This position involves 10% travel time.
- You will use these tools to unearth trends and corroborate survey-based feedback (quant and qual) with operational information in support of leadership across our Product, Operational and Corporate Tour Managers teams.
- Own the operations and management of our Customer survey program, including sample management, design and execution of monthly 'hot topics', data integrations to enable closed loop feedback, and monthly trend reporting by port and tour
- Help embed VoC insights throughout MSC platform including developing interactive dashboards, documenting, and evangelizing trends and customer insights, and engaging with stakeholders cross-functionally.
- Create monthly trend reporting and be responsible for monthly VoC KPI reporting for the business. Engage with multiple surveys from different customer touchpoints to provide insights into emerging pain points, trends, and areas of concern.
- Experience in Hospitality, Travel and Cruise Industry is a plus.
- Partner closely with ashore and onboard shorex teams to influence customer-centric product decisions through key customer insights, solution recommendations, business cases and action plans.
- Engage with multiple teams to be aware of operational issues, upcoming initiatives, and work to make connections with VoC insights that are timely and actionable for stakeholders.
- Contribute to companywide goal achievement of NPS scores for key customer touchpoints.
- Document and socialize customers insights across the company to ensure common understanding and help reinforce a culture of customer-centricity. VISA REQUIREMENTS (if any)
EU-Passport \/ Right to work in SwitzerlandPart 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 th
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