Voice of The Customer Specialist

4 mesi fa

Napoli, Italia MSC Cruises A tempo pieno

The Voice of the Customer Specialist is in charge to lead Voice of the Customer (VOC) listening processes, KPIs, reporting, and insights management, whose final goal is to support the customer experience developments and improvements, acting as voice of the customer in all programs and Company efforts, owns the overall customer experience listening while working closely with the internal corporate stakeholders, is in direct contact with the local marketing offices and Onboard team.
- 2-3 years’ proven experience in market research;
- Fluent in English, any other European language (French\/German\/Italian) is highly appreciated;
- Knowledge of market research tools (i.e. Medallia, Qualtrics, SurveyMonkey) and ability to produce reports and derive valuable insights and analysis;
- Bachelor’s degree in Business Administration, Engineering and preferred specialisation in Marketing or Customer Experience;
- Ability to involve, influence and work with wide range of stakeholders and to operate in a changing and complex environment;
- Excellent communication, organization, time management and analytical\/problem solving skills are required, along with a high degree of flexibility, of quality assurance and attention to detail;
- Ability to produce on-time quality deliverables in a deadline driven environment while balancing multiple priorities;
- Proactive, enthusiastic, energetic, inquiring, investigative mind.
- Implement reports to measure effectively customer satisfaction and drivers across all functionalities;
- Develop and implement ongoing plan to capture voice of customer and use findings to drive improvements;
- Interact with stakeholders to improve customer satisfaction and retention;
- Provide weekly, monthly, and annual data reports;
- Identify issues, analyze available data and information and recommend changes;
- Provide analysis prior to and following any recommended changes.

VISA REQUIREMENTS (if any)
- Right to work in Italy.

Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.

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