Experience Development & Delivery Manager
JOB NUMBER: JB04140
VACANCY NUMBER: ADV05022
SHARE: https://www.careers.msccruises.com/vacancy/ADV05022/experience-development-amp-delivery-manager-geneva
ORGANIZATION: MSC Cruises S.A.
BUSINESS AREA: Office
LINE MANAGER: Head of Guest Experience Innovation
The Experience Development & Delivery Manager will lead in the operationalisation & implementation of all new concepts, experiences, activities, and dedicated spaces in the MSC newbuild portfolio. This role will bring to life concepts and experiences that directly respond to consumer insights, operational needs and define what is next in terms of the vacation experience while driving incremental profitability & 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. This role will lead all elements of the guest experience, from guest experience brief, through execution, ensuring that concepts are brought to life in line with the strategic goals and with a full understanding of operational feasibility. This person will work collaboratively with other teams including Hotel Operations, F&B, Entertainment, Newbuild, Marketing, Corporate Communications, Sales, and Revenue Management. All product information for guest communication, validation of execution and audit process post-delivery will be established and maintained by the Guest Experience Innovation team.
• Provide direct management, direction and collaboration with all partners and stakeholders ensuring that the products being created are viable, feasible and desirable for our guests. In addition, the Manager must foster and develop a highly collaborative team dynamic and approach that connects various disciplines from the brand, operations, and all partners to ensure a successful product.
• Accountable for the products and experiences that are developed for MSC and is ultimately responsible for the final delivery of the product realising the strategic vision and bringing to life the desired experience for our guests.
• Work with Operations, Newbuild, Marketing and senior leadership to ensure proper awareness, collaboration, approvals, and planning is not only in place, but seamlessly integrated into a repeatable process.
• Work with creative partners to name, create visual identity and craft narratives to bring the 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 brands 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 the 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.
• Bachelor’s Degree required.
• 8-10 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.
EU Passport or Right to work in Switzerland.
In the course of our recruitment and selection process, we may make your Personal Information available to third parties such as recruitment agency, intermediaries and other business partners.
