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MSC Cruises · 2 days ago

Manager, Digital Guest Communications

Miami, FL

Full-time

Onsite

Mid Level

3+ years exp

MSC Cruises is a company that offers unique travel experiences, and they are seeking a Manager of Digital Guest Communications. This role is responsible for overseeing brand communication across various channels, ensuring clarity and consistency, especially during irregular operations and high-impact situations.

LeisureTourismTravel

No H1B

U.S. Citizen Only

Responsibilities

Own and maintain the digital guest communication voice for the MSC Cruises brand to ensure clarity, consistency, and alignment across all communication channels

Write, edit and deliver high-quality, on-brand guest communications that simplify complex information for a broad audience

Translate operational updates, itinerary changes, service disruptions, and last-minute adjustments into clear, actionable messaging designed to deflect guest contact and enhance the guest experience

Proofread and edit communication materials to ensure accuracy, clarity, and tone alignment

Lead guest communication efforts during irregular operations, including weather disruptions, port changes, cancellations, system outages, and other urgent events

Assess the media and public relations implications of broad or sensitive communications, ensure content supports brand reputation and minimizes risk

Partner with corporate communications and PR teams to align messaging during high-visibility events

Collaborate with workforce planning and contact center leaders for ideal timing of communications for contact center headcount planning to be optimized

Deploy all guest communications through marketing tools and digital platforms, ensuring accurate, timely, and well-targeted delivery

Notify and brief internal teams – including Contact Center, onboard operations, sales, and trade support – on all guest facing changes and messaging impacts

Work closely with headquarters to ensure the messaging is relevant, clear, and adapted appropriately for U.S. and Canadian guests and travel partners

Maintain detailed records of past communications and develop communication calendars for internal stakeholders

Monitor social media, guest sentiment, and digital guest feedback channels to anticipate guest concerns

Analyze communication performance and audience reaction to continuously improve messaging effectiveness and contact deflection

Track messaging trends to identify opportunities for process and communication improvements

Qualification

Crisis CommunicationsDigital Marketing ToolsContent Management PlatformsEmail Marketing SoftwarePublic RelationsAnalytical SkillsMS Office ProficiencyWriting SkillsOrganizational SkillsVerbal Communication