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.