Manager, Digital Guest Communications

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.

Responsibilities

• 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.
• Cook up 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.

Requirements

• 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.

Qualifications

• US Passport or US Permanent Residents

Skills

• Strong writing, editing, and storytelling capabilities.
• Understanding of media and PR impacts when delivering broad communications.

Benefits

• MSC Cruises USA is an e-verify employer.
• MSC Cruises USA is an equal opportunity employer that complies with EEOC rules and regulations.
• Our hiring decisions are based solely on merit, qualifications and business needs.
• 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.
• We are committed to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Pay

Compensation is commensurate with experience.

Schedule

This position requires employees to work from the Miami office four days per week (Monday through Thursday), with the option to work remotely on Fridays.