Job Purpose:
The Manager, Digital Guest Communications owns the voice of the brand across pre-cruise guest communications related to itinerary or onboard experience communications. They are responsible for creating, executing, and deploying clear, timely, and accurate messaging to guests and travel advisors. This role plays a critical part in managing communication during irregular operations, itinerary changes, last-minute adjustments, and other high-impact situations to ensure clarity, consistency, and reduced contact volume. This manager will also oversee and develop a direct report responsible for supporting communication execution. This position requires strong writing, editing, and storytelling capabilities, as well as an understanding of media and PR impacts when delivering broad communications
Your Impact
• Own and maintain MSC Cruises' digital guest communication voice, ensuring consistency, clarity, and brand alignment across channels.
• Create, edit, and deliver guest-facing communications that simplify complex information and improve the customer experience.
• Translate operational updates, itinerary changes, service disruptions, and urgent adjustments into clear, actionable messaging that reduces guest inquiries.
• Proofread and review communications for accuracy, tone, and quality.
• Lead guest communications during irregular operations, including weather events, port changes, cancellations, system outages, and other disruptions.
• Evaluate reputational and public relations risks of sensitive communications and align messaging with brand standards.
• Partner with Corporate Communications and PR teams to ensure consistent messaging during high-profile events.
• Collaborate with workforce planning and contact center teams to optimize communication timing and support staffing strategies.
• Deploy communications through digital platforms and marketing tools, ensuring timely and targeted delivery.
• Brief internal stakeholders, including Contact Center, onboard operations, sales, and trade support teams, on guest-facing updates and messaging impacts.
• Coordinate with headquarters to adapt communications for U.S. and Canadian guests and travel partners.
• Maintain communication records and develop communication calendars for internal stakeholders.
• Monitor social media, guest sentiment, and feedback channels to identify emerging concerns.
• Analyze communication performance and audience responses to improve effectiveness and reduce contact volume.
• Track messaging trends and recommend process and communication improvements.
Your Journey so far
• In-office position based in Miami, FL, working Monday-Thursday from 9:00 AM-5:00 PM, with on-call availability as required for cruise operations.
• Bachelor's degree in Communications, Public Relations, Business Administration, or a related field.
• Minimum of 3 years of progressive experience in communications, public relations, media relations, or crisis communications.
• Strong knowledge of digital marketing tools, email marketing platforms, CRM systems, and content management systems.
• Experience creating and executing digital marketing campaigns, including email communications, newsletters, and customer alerts.
• Exceptional written and verbal communication skills with a focus on clarity, accuracy, and brand consistency.
• Strong analytical, organizational, and project management skills, with the ability to manage multiple priorities and meet tight deadlines.
• Ability to handle sensitive and confidential information with professionalism and discretion.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher), Outlook, SurveyMonkey, CRM platforms, and content management tools.
Your Essentials
US Passport or US Permanent Residents
