Executive Director of Onboard Revenues Operations

Where passion meets opportunity

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

Your Purpose

The Executive Director of Onboard Revenues Operations is responsible for overseeing the seamless delivery of the onboard revenues services (Casino, Retail, SPA, Digital Onboard Revenues), ensuring operational excellence and exceptional guest satisfaction across the MSC fleet. This role involves leading large, diverse teams to execute pre-defined commercial strategies, manage service logistics, and maintain the highest standards of service quality. The Executive Director will play a critical role in fostering a performance-driven culture while supporting the organisation’s commercial objectives.

Your Impact

• Oversee all onboard service operations, including Retail, SPA, Digital Services, Luxury Watches and Jewelry as well as all Buying Functions.
• Ensure pre-purchased services are flawlessly executed onboard to meet or exceed guest expectations.
• Lead initiatives to enhance service quality, streamline operations, and optimize resource utilisation.
• Monitor guest satisfaction metrics and implement continuous improvement initiatives.
• Build, lead, and motivate a high-performing operational team with a strong focus on service excellence.
• Develop leadership capabilities within onboard teams to ensure a consistent and high-quality guest experience.
• Maintain a visible leadership presence, fostering a positive, inclusive, and high-energy work environment.
• Manage labor allocation, training, and onboarding programs to maintain operational efficiency.
• Partner closely with the Executive Director Commercial to ensure pre-cruise sales strategies are effectively operationalised onboard.
• Collaborate with Procurement and Category Management teams to ensure timely delivery and availability of products and services.
• Work with the IT and Digital teams to leverage technology in improving operational efficiency and guest interactions.
• Oversee all logistics for onboard services, including inventory, supply chain management, and service schedules.
• Develop contingency plans to address potential service disruptions or guest complaints effectively.
• Optimise resource allocation to maximise service coverage while maintaining cost efficiencies.
• Develop and manage budgets for all onboard operational functions, ensuring alignment with broader revenue goals.
• Establish KPIs to measure operational efficiency, guest satisfaction, and team performance.
• Provide regular reports to senior leadership on operational performance and areas for improvement.
  
  

Your Journey so far

• 10+ years of experience in hospitality operations, cruise operations, or a related field.
• Proven ability to lead large, diverse teams in a fast-paced, dynamic environment.
• Expertise in service delivery, logistics, and operational planning.
  
  

Your Essentials

• Strong understanding of guest experience drivers and how to align operations to meet them.
• Demonstrated success in managing budgets, optimizing resources, and driving team performance.
• Excellent interpersonal and communication skills, with the ability to inspire and engage teams at all levels.
• Familiarity with digital tools and technologies to improve operational efficiency is a plus.
• EU Passport or right to work in Switzerland.
  
  

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!