Brand Performance Director
JOB PURPOSE
The Brand Performance Director is the ultimate responsible of the entire guest experience on-board of the assigned MSC Cruises Ships.
In line with standards set at a corporate level and our guest’s expectations, 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
- Fully owns the entire guest experience, from product conception on the new buildings to the implementation across the fleet.
- Defines specifics of the product development with all departments involved, submit budget for approval, and sets time schedule for execution.
- Closely monitors the start-up phase and ensures the on-time and within budget executions of the project.
- Is the point of contact for Onboard Hotel Directors for product-related issues.
- Provides feedback to the Hotel Operations Team, F&B and Crew HR to ensure and improve the correct delivery of the product.
- Monitors the performances of the assigned ships in terms of guest satisfaction and P&L.
- Creates brand guidelines, standard operational procedure and KPIs for the entire fleet.
- Analyses product delivery and on-board revenue results in order to ensure optimum implementation across the fleet.
- Monitors guests satisfaction through comment forms, analytical systems and dedicated surveys to identify key opportunities and proposes corrective actions.
- Monitors the operational dashboard of the fleet and liaises with all teams involved, both on-board and ashore, to facilitate continuous improvement and excellence.
- Regularly visits ships to audit and support the on-board execution of set standards.
- Coordinates Mystery Shoppers audits and manages follow-up visits.
QUALIFICATIONS (skills, competencies, experience)
- 10 years experience in a senior role in the cruise industry is a must.
- Previous experience at corporate level either in the cruise industry or in shoreside structures is highly desired.
- Fluent English. Knowledge of another language is an advantage.
- Graduation from a Hotel Management School is an advantage.
- Good command of Microsoft Office Package.
- Experience in budgeting and presenting projects at executive level.
- Experience in managing remote teams.
- Experience in managing several projects at the same time.
- Excellent communication skills in multicultural environments.
- Ability to travel 30% of the time.
VISA REQUIREMENTS (if any)
EU Passport or Right to work in Switzerland.
Brand Performance Director
The Brand Performance Director is the ultimate responsible of the entire guest experience on-board of the assigned MSC Cruises Ships. Is the point of contact for Onboard Hotel Directors for product-related issues. Monitors the performances of the assigned ships in terms of guest satisfaction and P&L...
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