Senior Guest Experience Development Manager

Vor 6 Tagen

Genf, Genf, Schweiz MSC CRUISES Vollzeit

Job Summary

The Senior Guest Experience Development Manager will be responsible for leading the operationalisation and implementation of new concepts, experiences, and dedicated spaces in MSC Cruises' newbuild portfolio. This role will bring to life concepts and experiences that respond to consumer insights, operational needs, and define what is next in terms of the vacation experience while driving incremental profitability and satisfaction for the MSC brand.

Reporting to the Head of Guest Experience Innovation, this person will support various strategic rollout efforts on new ship projects. They will lead all elements of the guest experience, from the guest experience brief through execution, ensuring that concepts are brought to life in line with strategic goals and operational feasibility.

Key Responsibilities

  • Provide direct management, direction, and collaboration with all partners and stakeholders to ensure that products being created are viable, feasible, and desirable for guests.
  • Accountable for the products and experiences developed for MSC and responsible for the final delivery of the product, realising the strategic vision and bringing to life the desired experience for guests.
  • Work with Operations, Newbuild, Marketing, and senior leadership to ensure proper awareness, collaboration, approvals, and planning is in place and seamlessly integrated into a repeatable process.
  • Work with creative partners to name, create visual identity, and craft narratives to bring concepts to life.
  • Collaborate with Hotel Operations on onboard programming and expectations to deliver on what's been established as the desired concept and ensure that architects and experience designers capture the experience accurately.
  • Work closely with operations and design teams on lead run of show events to showcase the product and ensure the guest experience will deliver on strategy/vision.
  • Work closely with the Marketing, Communications, Public Relations, Creative Agencies, and Revenue Management teams to ensure the latest information is being accurately depicted in the brand's communication and systems.
  • Align on key product differentiators with the Go to Market teams to ensure buy-in and future marketability of new concepts and experiences.
  • Support the product development leadership by developing start-up plans to ensure each concept/experience is flawlessly executed from initiation.
  • Provide critical information regarding the concept and experience to key areas of the business to develop a cross-functional launch.
  • Foster collaborative cross-functional team relationships with key stakeholders involved in day-to-day projects.
  • Identify short- and long-term roadmaps and effectively project manage timelines and deliverables.
  • Ensure leadership is informed and in the know of updates, project status, and deadlines via over-communicating and status documents.

Requirements

  • Bachelor's Degree required.
  • 4-6 years business, product marketing, or operation experience.
  • 4+ years of experience in the cruise industry or hospitality/guest experience products.
  • 2+ years youth/family and activities/education/recreation experience a plus.
  • Past experience working with Architects/Designers/Creative & Innovation Consultants a plus.
  • Strong execution, project management, creative, and critical problem-solving skills.
  • Ability to grasp the complexities of the business to effectively translate that into an action plan.
  • Able to manage and prioritise multiple projects simultaneously.
  • Experience on Design process or some experience on Customer Journey Mapping.
  • Experience in managing internal and/or cross-functional teams.
  • Ability to assemble, lead, and influence cross-functional teams to develop strategies that include input and buy-in from all stakeholders.
  • Proven ability to collaborate with others, plus the ability to build strong and sustainable relationships, and the capability to interact with all levels of the organisation.
  • Willingness to take personal initiative.
  • Willingness and flexibility to travel 20% - 30%.
  • Strong business acumen.
  • Strong storytelling and presentation skills, experience presenting to executive leadership.
  • Candidate must possess strong written and oral communication skills, including the ability to communicate effectively at the senior-most executive levels of a company.
  • Attention to detail and follow-through.
  • Strong key computer skills (Excel, PowerPoint, Outlook).
  • Fluent in English, proficiency in Italian or French preferred.

VISA REQUIREMENTS (if any)

EU Passport or Right to work in Switzerland.

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