Director, Channel Strategy & Analytics

MSC Cruises • Miami, FL

49d • Hybrid

About The Position

MSC Cruises is seeking a strategic and analytical leader to serve as Director, Channel Strategy & Analytics. This highly visible role will be instrumental in shaping our multi-year sales channel strategy to deliver growth and profitability. The Director will also lead revenue budgeting and forecasts for the commercial organization and manage a team of analysts that provide insights to maximize the performance of individual sales channels The Director will oversee the economics, budgeting, and forecasting of all sales channels—including contact center—while leading a team of analysts that deliver performance insights and workforce planning models. This individual will collaborate closely with key cross-functional partners, particularly Finance, to ensure channel economics are well understood and optimized and the EVP of Marketing, eCommerce & Sales for sales channel performance and optimization. This is a hybrid position requiring 3 days per week in the office, in Miami, Florida.

Requirements

• Bachelor’s degree in Business, Economics, Finance, or a related field; MBA or other advanced degree preferred.
• 8+ years of experience in strategy, analytics, or financial planning roles, ideally in a B2C environment
• Proven track record in building and executing channel strategies and analytics frameworks.
• Experience with contact center workforce planning, forecasting, and KPI monitoring.
• Strong leadership skills with experience managing and developing high-performing teams.
• Excellent analytical and financial modeling skills; ability to translate complex data into clear strategic insights.
• Proficiency in Excel, data visualization tools (e.g., Tableau, Power BI), and CRM/reporting systems.
• Strong communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• US Passport or US Permanent Resident

Nice To Haves

• Experience in travel, hospitality, or cruise industries is a plus.

Responsibilities

• Establish sales channel economics framework to inform multi-year channel strategy focused on growth while maximizing profitability
• Lead a team of analysts / sr. analysts to support strategy development and performance tracking and budgeting and forecasting
• Develop robust analytics and performance tracking tools, ensuring alignment with business objectives, and driving data-informed decisions across our sales channels
• Partner cross-functionally with Sales, Marketing, Finance, and Contact Center leadership to align strategies, share insights, and enable optimal business decisions.
• Lead commercial budgeting and reforecasting processes
• Track progress against strategic objectives and provide regular updates and recommendations to senior leadership.
• Identify opportunities to enhance channel performance and customer experience using data and market insights.
• Oversee contact center performance analytics and deliver insights to improve customer experience, operational efficiency, and revenue outcomes.
• Lead workforce planning for the contact center, including capacity modeling, staffing optimization, and service level forecasting.

What This Job Offers

• Job Type: Full-time
• Career Level: Director