Brand Performance Director - Yacht Club

JOB NUMBER: JB04286

VACANCY NUMBER: ADV05273

SHARE: https://www.careers.msccruises.com/vacancy/ADV05273/brand-performance-director-yacht-club-geneva

ORGANIZATION: MSC Cruises S.A.

BUSINESS AREA: Office

LINE MANAGER: Senior Director Yacht Club and HS and GE

The Yacht Club Director is the ultimate responsible of the entire Yacht Club guest experience on-board all ships in the MSC Fleet. In line with standards set at a corporate level and our guest’s expectations, leads the definition of the on-board Yacht Club product and monitors its implementation in order to deliver an on-board cruise experience that exceeds the expectations of our affluent guests.

Organisational Context

The Corporate Product Development and Guest Experience Team is based in Geneva. Hotel operations is the functional department which provides daily operational support to the fleet but also designs strategic initiatives to aid the manifestation of the MSC brand as a world leader.

The Team also coordinates activities with other business units (Operation departments) distributed in Italy and the UK - F&B, Crew Department, Technical and Marine Ops, and with the on-board Hotel Directors and Captains.

The Team works closely with the responsible of Product Design & Innovation and HR Product Training & Development.

The Yacht Club Director is the ultimate responsible of the Yacht Club experience on-board MSC ships.

•Fully owns the entire Yacht Club experience, and aligns all stakeholders to ensure consistent delivery of a superior product is executed.

•Works with the functional teams to develop and enhance guest centric and new luxury initiative whilst staying “on brand” .

•Monitors the Yacht Club performances in terms of guest satisfaction and P&L and provides feedback to the different Operations departments.

•Works on special corporate projects that are beneficial to the entire fleet and not only to the Yacht Club, as Yacht Club guests are fully integrated in all aspects of the cruise cycle.

The Yacht Club Director analyses guest satisfaction, Yacht Club product delivery and on-board revenue results in order to create Yacht Club brand guidelines and KPI for the entire fleet.

•Coordinates meetings with operational teams, Marketing, and other key stakeholders for analysis and discussion of above mentioned results.

•Defines corrective actions and proposes guidelines and KPI for the creation of standard operational procedures that will be sent to the Ships Yacht Clubs.

•Ensures perfect alignment between product design and on-board staffing.

•Provides constant updates to all offices and ships Yacht Club Director in order to establish a continuous improvement approach.

The Yacht Club Director guarantees the effective implementation of product development projects and seasonal plans to ensure respect of KPI and standard procedures.

•Is the point of contact for Onboard Yacht Club Director and Hotel Director for product-related issues and provides feedback to the Hotel Ops team, F&B and HR to coordinate action plans.

•Monitors guests satisfaction through comment forms, analytical systems and dedicated surveys to identify key opportunities and propose corrective actions.

•Visits Ships regular to audit and support the on-board execution of set standards.

•Coordinates Mystery Shoppers audits and manages follow-up visits.

The Yacht Club Director supports product fleet wide development projects

•Works with the Hotel Operations team on global projects

•Defines specifics of the developments with all departments involved, submit budget for approval, and sets time schedule for execution.

•Creates standard operating procedures related to these initiatives.

•Closely monitors the start-up phase and ensures the on-time and within budget executions of the project.

•Provides follow up to all parties involved.

The Yacht Club Director 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 analyses P&L and all other operational KPI of the Yacht Club guests.

•Provides suggestions and corrective actions in areas of competence and monitors the follow-up on all discrepancies.

•Relevant experience in a similar role in a luxury hotel chain or business consultancy or operational internal audit.

•Fluent English. Knowledge of Italian or another language is an advantage.

•Experience in managing remote teams.

•Experience in managing several projects at the same time.

•10+ years of experience in the Cruise industry.

EU Passport or Right to work in Switzerland.

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