Director, Channel Strategy & Analytics

Where passion meets opportunity

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

Your Purpose

MSC Cruises is seeking a strategic and analytical leader to serve as Director, Channel Strategy & Analytics. This highly visible role will be instrumental in shaping our multi-year sales channel strategy to deliver growth and profitability.  The Director will also lead revenue budgeting and forecasts for the commercial organization and manage a team of analysts that provide insights to maximize the performance of individual sales channels

The Director will oversee the economics, budgeting, and forecasting of all sales channels—including contact center—while leading a team of analysts that deliver performance insights and workforce planning models. This individual will collaborate closely with key cross-functional partners, particularly Finance, to ensure channel economics are well understood and optimized and the EVP of Marketing, eCommerce & Sales for sales channel performance and optimization.

This is a hybrid position requiring 3 days per week in the office, in Miami, Florida. 

Your Impact

• Establish sales channel economics framework to inform multi-year channel strategy focused on growth while maximizing profitability
• Lead a team of analysts / sr. analysts to support strategy development and performance tracking and budgeting and forecasting
• Develop robust analytics and performance tracking tools, ensuring alignment with business objectives, and driving data-informed decisions across our sales channels
• Partner cross-functionally with Sales, Marketing, Finance, and Contact Center leadership to align strategies, share insights, and enable optimal business decisions.
• Lead commercial budgeting and reforecasting processes
• Track progress against strategic objectives and provide regular updates and recommendations to senior leadership.
• Identify opportunities to enhance channel performance and customer experience using data and market insights.
• Oversee contact center performance analytics and deliver insights to improve customer experience, operational efficiency, and revenue outcomes.
• Lead workforce planning for the contact center, including capacity modeling, staffing optimization, and service level forecasting.

Your Journey so far

• Bachelor’s degree in Business, Economics, Finance, or a related field; MBA or other advanced degree preferred.
• 8+ years of experience in strategy, analytics, or financial planning roles, ideally in a B2C environment  
• Experience in travel, hospitality, or cruise industries is a plus.
• Proven track record in building and executing channel strategies and analytics frameworks.
• Experience with contact center workforce planning, forecasting, and KPI monitoring.
• Strong leadership skills with experience managing and developing high-performing teams.
• Excellent analytical and financial modeling skills; ability to translate complex data into clear strategic insights.
• Proficiency in Excel, data visualization tools (e.g., Tableau, Power BI), and CRM/reporting systems.
• Strong communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.

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.

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.