Manager - Business Optimization

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

Where passion meets opportunity

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

Your Purpose

MSC Cruises, the world’s third largest cruise line brand, is expanding its Trade Sales team in the USA. Reporting to the SVP, Trade Sales, the Manager, Business Optimization, is responsible for driving operational excellence, CRM governance, and data‑driven decision‑making across the Trade Sales organization. This role combines business analysis, CRM administration, reporting, and process optimization to improve organizational effectiveness, enhance sales performance, and support strategic growth initiatives.

The ideal candidate is a highly analytical leader with extensive experience in CRM platforms, database management, business intelligence, and sales operations. Acting as a key liaison between Global Headquarters (GVA), North American stakeholders, and cross‑functional teams, this individual will ensure sales systems are optimized, data integrity is maintained, and actionable insights are delivered to support business objectives.

This is a hybrid position requiring employees to work from the Miami office four days per week (Monday through Thursday), with the option to work remotely on Fridays.

Your Impact

CRM Governance & Sales Systems Management

• 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.

Business Optimization & Process Improvement

• 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.

Contract Management & Administration

• 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.

Stakeholder Partnership

• 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.

Your Journey so far

• 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.

Success Measures

• Improved CRM adoption, governance, and data quality.
• Increased operational efficiency through process optimization.
• Successful delivery of system enhancements and business initiatives.
• Strong partnership and alignment between Global Headquarters and North American business teams.

Your Essentials

• US Passport or US Permanent Resident.
• MSC Cruises is an E-Verify employer.

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.