Call Center jobs in Italy

Where passion meets opportunity

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

Job Purpose

MSC Cruises is the world’s third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises – the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.

The DTC Business Development Director supports the Regional Sales Executive in GVA HQ in delivering revenues in each local market from the main DTC channels:

• Website
• Contact Center

Key Accountabilities

• Support and advise on Direct Sales strategy & execution in all the relevant direct channels: Websites, Contact Center;
• Recommend DTC sales targets by sub-channels: Web, Contact Center;
• Support the HQ Direct Sales Dept. in establishing a Lower Funnel consistent budget and in cooperation with the local Marketing dept. the Upper funnel budget allocation;
• Reshape local Outbound dept. from a Contact Center unit to a Sales Advisor team;
• Support the Regional Sales Executive in the local OTA strategy in collaboration with the local B2B Sales Director;
• Recommend leads generation and acquisition strategy for the contact center;
• Produce analysis on productions trends, YoY and performance comparison vs other channels to extract commercial actionable insights to advise recovery actions whenever needed;
• Understand digital insights fed by HQ Direct Sales Dept. to advise on promotions, offers or direct sales actions aimed at achieving DTC sales targeting;
• Support in cooperation with the local Marketing Director the HQ Digital Sales dept. in producing specific contents based on product features, sales objectives and digital performance data to ensure effectiveness of banners/ads and landing pages;
• Support and advise in cooperation with the local marketing director, on performance marketing creativities and copies prepared from HQ to be published on website and on digital advertising;
• Produce OTA Benchmarking and monitoring on their brand websites and eDMs;
• Support the B2B director in the coordination of OTA promo/marketing activity with key focus on bidding rules;
• Support CRM local campaign activation managing local Consumer Development Specialist in strict coordination with HQ CRM.

Qualifications

• Fluent in English and Italian. Spanish, French and Portuguese knowledge is an advantage;
• Degree in Marketing, Business, Economics, or a related field. Master or MBA is an advantage;
• 10+ years direct response and digital marketing/ecommerce experience in an integrated, multi-channel marketing environment including e-commerce and call center;
• Previous performance marketing experience is a strong advantage;
• Experience in the travel industry is a strong advantage (e.g., Airline, Trainlines, Online Travel Agents);
• Track record of profitable channel management and driving business growth;
• Track record of managing marketing intelligence and competitive analysis;
• Strong people and stakeholder management skills, with experience leading cross functional and remote teams;
• Strong analytical, organizational and creative thinking skills;
• Excellent interpersonal, written and presentation skills required.

Visa Requirements

Right to work in Italy.

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!