CRM & Sales Optimization Manager

MSC Cruises; Fort Lauderdale (FL); Hybrid; USD 110,000 - 160,000; Full time

Job summary

MSC Cruises USA is expanding its Trade Sales team in the USA. The Manager, Business Optimization, will own CRM governance, deliver data-driven insights, and lead process improvements across Sales.

This hybrid role combines business analysis, CRM administration, and reporting to drive efficiency and growth. Reporting to the SVP, Trade Sales, you will collaborate with GVA, IT, and North American partners to ensure data integrity, optimize systems, and enable scalable sales operations.

Qualifications

• Bachelor’s degree in business administration, Finance, Information Systems, Analytics, or a related field.
• 5–8+ years of experience in sales operations, business analytics, CRM administration, business intelligence, or a related function.
• Advanced experience with CRM platforms (Salesforce preferred).
• Strong knowledge of database management, data governance, reporting, and analytics tools.
• Proficiency in Excel, Power BI, Tableau, or similar business intelligence platforms.
• Demonstrated ability to communicate insights to senior leadership.
• Strong project management, process improvement, and stakeholder management skills.
• Experience within the travel, hospitality, cruise, or related industry preferred.

Responsibilities

• Serve as the primary business owner for CRM governance, ensuring consistent utilization, adoption, and compliance across the Trade Sales organization.
• Partner with Global Headquarters (GVA), IT, and internal stakeholders to manage CRM functionality, enhancements, testing, and implementation of system improvements.
• Establish and maintain data governance standards, policies, and best practices to ensure data accuracy, consistency, and integrity across all sales platforms.
• Identify opportunities to streamline workflows, automate processes, and improve system effectiveness.
• Lead initiatives focused on improving operational efficiency, sales effectiveness, and organizational scalability.
• Evaluate existing processes and recommend enhancements that improve productivity and reduce administrative burden.
• Support organizational planning through territory and resource analysis.
• Drive continuous improvement initiatives aligned with business objectives and growth strategies.
• Oversee the administration, tracking, and governance of trade partner agreements, contracts, and related documentation.
• Maintain accurate contract records, renewal schedules, and compliance requirements to ensure timely execution and ongoing adherence to company policies.
• Partner with Legal and Commercial teams to facilitate contract reviews, approvals, amendments, and renewals.
• Develop reporting and tracking mechanisms to provide visibility into contract status.
• Identify opportunities to streamline contract management processes and improve operational efficiency through automation and enhanced controls.
• Function as a strategic liaison between Global Headquarters (GVA), Trade Sales leadership, Marketing, Revenue Management, IT, and other internal business partners.
• Gather business requirements and translate them into system, reporting, and process enhancements.
• Support change management initiatives related to technology, reporting, and operational processes.

Skills

Sales operations

CRM administration

Business analytics

BI tools

Excel

Power BI

Tableau

Stakeholder mgmt

Project mgmt

Education

Bachelor's degree

Tools

Salesforce

Job description

MSC Cruises USA is expanding its Trade Sales team in the USA. The Manager, Business Optimization, will own CRM governance, deliver data-driven insights, and lead process improvements across Sales.

This hybrid role combines business analysis, CRM administration, and reporting to drive efficiency and growth. Reporting to the SVP, Trade Sales, you will collaborate with GVA, IT, and North American partners to ensure data integrity, optimize systems, and enable scalable sales operations.