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- Tasks: Enhance guest experiences and analyse insights for UK and Irish guests across various onboard services.
- Company: Join MSC Cruises, a leader in the cruise industry with a commitment to diversity and inclusion.
- Benefits: Competitive salary, travel opportunities, and a chance to make a real impact.
- Why this job: Be the voice of UK guests and shape unforgettable experiences on board.
- Qualifications: 10+ years in hospitality or marketing, with strong analytical skills and UK market knowledge.
- Other info: Dynamic role with opportunities for growth and collaboration in a global team.
The predicted salary is between 36000 - 60000 £ per year.
Where passion meets opportunity. The Guest Experience & Marketing Insights Manager (UK) supports the delivery of high-quality, culturally relevant guest experiences for UK and Irish guests across the end-to-end onboard journey, with a strong focus on Food & Beverage (F&B) as well as hospitality, entertainment and service interactions. Acting as the voice of the UK guest, the role gathers and analyses guest feedback, market trends and performance data to inform Global Product, Guest Experience, Entertainment, Hospitality and Marketing teams. The role operates in a support and advisory capacity, contributing UK-specific insights and recommendations while supporting the execution of HQ-approved initiatives in line with global standards and governance.
Your Impact
- UK Guest Insights & Voice of Customer: Collects and synthesizes UK guest insights across the full guest journey, including hospitality, entertainment, service delivery, onboard amenities and Food & Beverage experiences. Analyses NPS/CSAT data, verbatim feedback, onboard observations, customer claims and digital insights to identify key drivers of satisfaction and engagement for UK guests. Prepares structured insight reports and evidence-based recommendations for HQ Product, Guest Experience, Hospitality, Entertainment and Marketing teams.
- Guest Experience Execution Support (HQ-Approved): Provides UK guest preference insights to inform HQ-led guest experience initiatives and potential HQ-approved localized adaptations. Supports the implementation and coordination of HQ-approved experience elements across hospitality, entertainment, service interactions and selected F&B touchpoints for UK-focused sailings. Coordinates with onboard and shore-based stakeholders to support consistent execution in line with global brand standards. Consolidates post-implementation feedback and operational observations and reports learnings to HQ stakeholders.
- Marketing & Commercial Insights (Advisory Role): Provides UK market and guest behaviour insights to support HQ Marketing and Commercial teams, including messaging preferences, engagement triggers, and value perception. Provides evidence-based insights on content themes and experience elements that resonate with UK guests – information used by HQ to refine overall content positioning and highlights. Supports the local execution of HQ-approved marketing initiatives and onboard communications.
- Pilot Coordination & Performance Reporting: Supports the coordination of HQ-approved pilots related to the guest experience (e.g. service enhancements, entertainment adjustments, curated experience moments, selected F&B trials). Assists with briefing, logistics alignment, and data collection in collaboration with functional owners. Tracks agreed performance indicators and consolidates results into structured reports to support HQ evaluation and decision-making.
- Training & Cultural Content Support: Contributes UK-specific cultural insights and guest expectations to HQ-designed training and learning programs across hospitality, entertainment, service delivery and F&B. Supports the rollout of approved training initiatives and gathers feedback on effectiveness and guest perception.
- Performance Monitoring & Continuous Improvement: Monitors UK guest satisfaction, engagement, and experience-related KPIs across key onboard touchpoints. Identifies trends, risks, and improvement opportunities and escalates findings to HQ. Maintains a regular reporting cadence with Global Product & Guest Experience stakeholders.
- Market Monitoring & Reporting: Monitors UK hospitality, leisure, and entertainment trends, competitor practices and evolving guest expectations relevant to the cruise experience. Delivers periodic insight reports to HQ to support experience planning and prioritisation.
Your Journey so far:
- Bachelor’s degree in Hospitality Management, Marketing, Business, Tourism, or a related field or equivalent professional experience.
- 10+ years of experience in guest experience, hospitality, entertainment, Food & Beverage support, marketing insights, or customer experience analytics within a complex, multi-site or service-driven environment.
- Experience within premium hospitality, leisure, cruise or travel-related industries is strongly preferred.
- Solid understanding of end-to-end guest journeys, including hospitality standards, service delivery, entertainment experiences and Food & Beverage touchpoints.
- Strong knowledge of UK consumer preferences and travel behaviour, with demonstrated ability to interpret guest feedback, cultural expectations and market trends specific to the UK market.
- Proven ability to synthesize quantitative and qualitative data (e.g. NPS/CSAT, guest verbatims, surveys, performance metrics) into clear, structured and actionable insights.
- Experience supporting marketing or commercial teams through customer insight generation, competitor analysis or campaign performance reporting.
- Ability to contribute evidence-based recommendations on messaging, content positioning, and experience highlights that resonate with UK guests, within an HQ-led governance and approval framework.
- Strong communication and stakeholder-management skills, with the ability to influence through insight rather than formal authority.
- Willingness to travel up to 50%, primarily to UK embarkation ports and corporate offices, to support training, coordination and governance activities.
Your Essentials: Full Right to Work in the UK required.
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!
Guest Experience and Marketing Insights Manager (UK) in Woking employer: MSC Cruises
Contact Detail:
MSC Cruises Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience and Marketing Insights Manager (UK) in Woking
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search and passionate about joining our team.
We think you need these skills to ace Guest Experience and Marketing Insights Manager (UK) in Woking
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for guest experience and marketing shine through! We want to see how your passion aligns with our mission to create unforgettable experiences for our guests.
Tailor Your Insights: Make sure to highlight your understanding of UK consumer preferences and travel behaviour. We love seeing candidates who can provide evidence-based insights that resonate with our guests, so don’t hold back on sharing your relevant experiences!
Be Clear and Structured: Your application should be as clear and structured as the reports you’ll be preparing in this role. Use bullet points or headings to make it easy for us to see your qualifications and how they match the job description.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at MSC Cruises
✨Know Your Guest Insights
Before the interview, dive deep into understanding UK guest preferences and behaviours. Familiarise yourself with recent trends in hospitality and Food & Beverage that resonate with UK guests. This knowledge will help you demonstrate your ability to gather and analyse insights effectively.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've synthesised quantitative and qualitative data in past roles. Bring examples of how you've turned guest feedback into actionable insights. This will highlight your capability to contribute evidence-based recommendations, which is crucial for this role.
✨Communicate Clearly and Confidently
Strong communication skills are key for this position. Practice articulating your thoughts clearly, especially when discussing complex insights or recommendations. Use specific examples from your experience to illustrate your points, showing how you can influence stakeholders through insight.
✨Understand the Company Culture
Research MSC Cruises' commitment to diversity and inclusion. Be ready to discuss how your values align with theirs and how you can contribute to fostering an inclusive environment. This will show that you're not just a fit for the role, but also for the company culture.