Manager, Digital Guest Communications

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your 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

Brand Voice & Content Creation

• 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

Irregular Operations & Crisis Communications

• 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

Cross Functional Collaboration

• 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

Performance Monitoring & Optimization

• 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

Your Journey so far

• In-office role based in Miami, Fl; Monday-Thursday, 9 AM-5 PM, with on-call availability as needed due to the nature of cruise operations
• Bachelor’s degree in Communications, Public Relations, Business Administration, or a related field
• Minimum 3 years of progressive experience in communications, media, public relations, or crisis communications
• Strong understanding of digital marketing tools, email marketing software, CRM systems, and content management platforms
• Experience developing and deploying e-marketing initiatives such as emails, newsletters, and digital alerts
• Exceptional written and verbal communication skills, with an emphasis on clarity, precision, and brand consistency
• Strong analytical and organizational skills with the ability to manage multiple priorities, meet tight deadlines, and handle sensitive information
• Demonstrated competency with MS Office (Word, Excel, PowerPoint, Publisher), Outlook, Survey Monkey, CRM platforms and Content Management tools

Your Essentials

Information about visa requirements if any:

• US Passport or US Permanent Resident
• MSC Cruises is an E-Verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!