Manager, Marketing & CRM Analytics

MSC Cruises•Fort Lauderdale, FL

About The Position

MSC Cruises, the world’s fastest‑growing cruise brand, is seeking a Manager, CRM & Marketing Analytics to join our South Florida–based North America Marketing team. In this role, you will leverage customer and guest data to uncover insights that inform marketing strategy, forecasting, and acquisition initiatives. As a primary user of Customer data, you will identify data inconsistencies or gaps and collaborate closely with the Customer Hub team and our headquarters colleagues in Geneva to improve data quality and availability. You will lead the development and delivery of Power BI dashboards and reporting that translate complex data into clear, actionable insights, empowering stakeholders (including senior leadership) to make informed, strategic decisions that support MSC’s continued growth.

Requirements

7+ years of experience in an analytical environment, with a proven ability to interpret business needs and translate them into impactful reports, scorecards, and dashboards.
Strong analytical mindset with a passion for using data to address complex business questions and drive actionable solutions.
Ability to organize, present, and communicate complex data clearly for both technical and non‑technical audiences.
Experience with data visualization tools such as Tableau or Power BI.
Strong SQL proficiency, with demonstrated experience querying data warehouses to extract and prepare data for reporting and analytics.
Proficiency with Python or comparable forecasting tools required to support database and marketing performance forecasting efforts.
Advanced Excel skills, including pivot tables and complex formula writing.
Experience with digital marketing and analytics tools, CRM systems, and marketing automation platforms.
Bachelor’s degree in Business Analytics, Statistics, Economics, Mathematics, Marketing & Communications, or a related field.
Work authorization
US Passport or US Permanent Residents

Nice To Haves

Familiarity with Google Analytics for measuring and analyzing direct marketing results is preferred, though not required.
Working knowledge of key digital and offline marketing performance indicators is a plus.
Experience in the cruise or hospitality industry is a plus.
Master’s degree preferred in a business, analytics, or quantitative discipline.

Responsibilities

Create, maintain, and deliver essential marketing performance reports and insights that enable stakeholders at all levels to make clear, data‑driven decisions.
Build and refine Power BI dashboards to visualize customer behavior, marketing engagement trends, and key performance metrics.
Own the forecasting process for CRM database growth and direct marketing (email, SMS) web session volume, developing projections, modeling trends, and updating forecasts to guide planning and campaign strategy.
Leverage external vendor data by integrating and aligning it with internal datasets to enhance customer insights and campaign effectiveness.
Perform data enrichment, segmentation, and analytical deep dives to uncover meaningful customer behaviors and support more targeted marketing strategies.
Track marketing database and channel performance versus forecasts, identifying trends, uncovering the “why” behind performance shifts, and translating findings into actionable recommendations.
Ensure accuracy, consistency, and organization of marketing data, supporting reliable reporting and ongoing analytics needs.
Define, monitor, and evolve KPIs that measure and support the overall health of MSC’s U.S. customer database.
Partner closely with the CRM team to enhance guest profiles used across direct marketing, digital channels, and media planning.
Assess available data sources and collaborate with the Customer Hub IT team to request new metrics, improve data quality, and ensure analytics needs are fully supported.
Work cross‑functionally with Corporate CRM, Marketing stakeholders, and other business teams to improve data processes, streamline workflows, and support analytics initiatives.
Collaborate with internal teams to gather operational and campaign data needed for reporting, modeling, and strategic analysis.