Manager, Digital Guest Communications

MSC Cruises•Miami, FL

8d•Onsite

About The Position

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.

Requirements

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
US Passport or US Permanent Resident

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