Where passion meets opportunity
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Your Purpose
The Retail Marketing & Client Engagement Manager is responsible for developing and executing the retail activation strategy across MSC Cruises and Explora Journeys, with the objective of increasing guest engagement, driving boutique traffic and supporting commercial performance.
The role creates and manages the onboard retail activation calendar, including events, micro-events, brand animations, VIP experiences and local initiatives designed to enhance the guest journey and maximize retail opportunities.
Working closely with Retail Leadership, Category Managers, onboard teams, CRM, Marketing and luxury brand partners, the role transforms retail strategies into memorable experiences that generate customer engagement, conversion and loyalty.
Your Impact
Retail Activation Strategy
- Define and manage the global retail activation framework across MSC Cruises and Explora Journeys.
- Develop an annual activation calendar aligned with commercial priorities, seasonality, itineraries, and guest profiles.
- Create initiatives that drive boutique traffic, customer engagement, and sales performance.
- Balance major events with agile onboard activations.
- Ensure all activations reflect the positioning of each brand.
Event & Experience Management
- Develop and execute onboard retail events, including product launches, brand showcases, VIP experiences, collection previews, and seasonal activations.
- Manage event concepts, timelines, logistics, and execution.
- Partner with luxury brands to leverage expertise, ambassadors, and activation resources.
- Measure event performance and implement improvements.
Traffic Generation & Commercial Activation
- Develop initiatives that increase boutique visitation and customer engagement.
- Create activation plans around new products, hero items, seasonal moments, itineraries, guest segments, and special occasions.
- Partner with Retail Operations to convert activations into commercial results.
- Introduce innovative approaches to attract diverse guest profiles.
VIP & Client Engagement
- Develop VIP engagement strategies with CRM and onboard teams.
- Create personalized retail experiences for high value guests.
- Support clienteling initiatives, including private appointments, exclusive previews, tailored product recommendations, and luxury brand experiences.
- Strengthen guest loyalty and encourage repeat purchases.
Local & Destination Based Activations
- Develop activations tailored to destinations, itineraries, and guest profiles.
- Build partnerships with relevant local stakeholders where appropriate.
- Adapt activation strategies to regional opportunities.
- Integrate destination storytelling into retail experiences.
Brand Partner Collaboration
- Partner with luxury and premium brands to deliver joint activations and events.
- Manage brand participation and execution standards onboard.
- Ensure alignment between brand objectives and MSC / Explora commercial priorities.
- Coordinate all required brand assets and activation requirements.
Content & Communication Coordination
- Collaborate with Marketing, CRM, and onboard teams to maximize activation visibility.
- Support the development of invitations, digital communications, onboard announcements, guest messaging, and promotional materials.
- Ensure consistent storytelling across all guest touchpoints.
Performance Measurement
- Define and track KPIs including attendance, traffic, sales uplift, conversion, engagement, and VIP participation.
- Analyze results and continuously optimize activation strategies.
- Share best practices and successful initiatives across the fleet.
Cross Functional Collaboration
- Work closely with the VP Global Retail & Luxury, Retail Operations, Category Management, Visual Merchandising, Training, and onboard leadership teams.
- Ensure retail activations support broader commercial and guest experience objectives.
Your Journey so far
- 7+ years of experience in retail marketing, luxury events, client engagement or experiential marketing.
- Experience within luxury retail, travel retail, hospitality or premium brands.
- Proven experience creating and executing customer engagement initiatives.
- Strong experience managing events, partnerships and commercial activations.
- Experience working with luxury brands and VIP clientele is highly desirable
Your Essentials
- Strong understanding of luxury customer experience and experiential retail.
- Excellent project management and event execution skills.
- Strong commercial mindset with ability to link activation to business results.
- Creative thinker with ability to develop engaging concepts.
- Strong stakeholder management and collaboration skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple projects in an international environment.
- Strong understanding of CRM, clienteling and customer engagement principles.
- Fluent English; additional languages are an advantage.
- Willingness to travel internationally and onboard vessels.
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!
