Customer Journey Manager DACH - m/w/d

MSC Cruises is the largest privately owned cruise company in the world and market leader in Europe, the Mediterranean, South America, and South Africa. With over 40 years of experience at sea, the MSC fleet currently consists of 24 modern cruise ships. MSC stands for an elegant-Mediterranean style and offers its guests a unique cruise experience with award-winning entertainment, fine dining with authentic specialties, numerous wellness offerings, comfortable cabins, and excellent service. We offer you the opportunity to shape the future of a very successful tourist company with outstanding travel experiences. You can expect an open and communicative work environment in a fascinating and forward-looking industry. A versatile task area and international flair are just some reasons why you should join us on board.

We are looking for a full-time:

Customer Journey Manager DACH - m/w/d for the location Munich

Tasks

• You are an expert and decision-maker in the DACH region for the customer journey and drive optimization measures forward
• You analyze the entire customer journey and guest feedback, recognize their needs, trends, and challenges, create informative reports, and lead clear, actionable recommendations for stakeholders and senior management to continuously improve the customer experience
• You create cost-benefit analyses to evaluate improvement measures
• You monitor and measure the quality of the customer journey using KPIs, NPS, and other performance indicators
• You ensure that the needs and expectations of guests from the DACH region are taken into account in the product and service offering on board and accompany corresponding measures in close coordination with relevant departments

Qualification

• You have at least five years of professional experience in a comparable position, ideally in the tourism industry or at a consumer brand / consulting firm
• You are willing to travel internationally
• You work well in an international matrix organization
• You possess a strong customer-centric mentality and consistently put customers at the center of your actions
• You have analytical skills and can structure complex relationships
• You have experience working with stakeholders and setting decisions and recommendations successfully
• You are experienced in project management and lead projects safely from idea to implementation
• You convince through strong presentation skills, even at senior management level
• You combine strategic thinking with a pragmatic hands-on mentality
• You communicate confidently in German and English

Benefits

• A attractive workplace in modern office spaces in the heart of Munich
• A secure employment in a very successful tourist company
• You act with an impressive product and experience international flair
• Flexible working hours and the possibility of home-office days
• Individual development and career opportunities in a growth-oriented company
• Versatile employee benefits and events (e.g. Family & Friends offers, Urban SportsClub, online shopping portal, etc.) as well as pensionable benefits

Please send us your complete application documents with your possible start date and salary expectations by email to:

ANSPRECHPARTNER: MSC CRUISES GMBH, DANIELA MAIER, HR-MANAGER | +49 89 856355 5750

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