Manager, Guest Communications, Disney Cruise Line

Wherever you are in the amazing world of Disney, you are contributing to the stories of our iconic brands, recognised by audiences everywhere for entertainment, information and inspiration. Innovation, imagination and inclusion are at the core of Disney, defining the experience that we deliver as well as providing the foundation of our success. The scope of our business, combined with global growth and collaboration result in an inclusive employee experience characterised by continuous learning, development and achievement.

About Disney Cruise Line

Since launching in 1998, Disney Cruise Line has established itself as a leader in the cruise industry, providing a setting where families can reconnect, adults can recharge and children can experience all Disney has to offer. Today, the award-winning Disney Cruise Line continues to expand its blueprint for family cruising with a fleet of five ships — the Disney Magic, Disney Wonder, Disney Dream, Disney Fantasy and Disney Wish — and eight more ships on the way by 2031. The Disney Cruise Line fleet sails to destinations in The Bahamas, the Caribbean, Europe, Alaska, Mexico, Canada, Hawaii, the South Pacific, and Australia and New Zealand. The Disney Adventure, setting sail in 2025, will be the first to home port in Singapore. 

About the Role

The Manager, Guest Communications provides essential Guest communications, along with guidance and support to the senior leaders at Disney Cruise Line. This role is an excellent opportunity to showcase strong management and strategic planning skills, outstanding writing abilities and professional versatility in delivering wide-ranging communications for sophisticated business needs.

You will be responsible for collaborating with multi-functional teams of office & technical Cast Members who respond to Guest inquiries received via channels like email, telephone, standard mail, etc. In addition, you will lead development and implementation of strategic Guest-facing communications and plans that drive business priorities.

Reporting to the Senior Manager, Communications & Public Affairs, this role will collaborate closely with partners across various lines of business to ensure close coordination and integration on projects. The role requires interaction with executives, and often serves in an advisory capacity as well as a thought partner.

Day-to-day responsibilities include developing seamless communications to Guests throughout their pre-, post and onboard experiences. Work in tandem and support with issues management to ensure consistent communications to multiple audiences. Lead development and implementation of integrated Guest-facing communications.

Responsibilities:

• Lead Guest communications while working in tandem with a multi-functional team of office & technical Cast Members to respond to Guest inquiries received via email, telephone, standard mail, etc.  
• Lead development and implementation of strategic Guest-facing communications and plans that drive business priorities.
• Work with a diverse group of stakeholders, including executives and various lines of business
• Ability to successfully and independently perform in a high volume, constantly changing work environment
• Develop compensation recommendations related to the management of issues for consideration by executive leadership
• Demonstrated strong written and verbal communication skills
• Work with key partners across lines of business to facilitate accurate communications and implementation plans utilizing strong organizational and relationship skills
• Oversee all phases of Guest facing communications (including approvals) through completion
• Guide managers on appropriate actions and assist with problem solving as needed

Requirements:

• At least 7 years of professional working experience in marketing, communications, issues management or guest services
• Demonstrated leadership, strategic-thinking and problem-solving skills
• Ability to translate complicated concepts into clear, compelling language for Guests
• Proven ability to develop effective communication content requiring minimal editing
• A dedication to working in ways that support and encourage diversity and inclusion
• A highly collaborative approach and the ability to handle constantly evolving priorities
• Excellent social skills and ability to interact optimally with all levels of the organization
• Ability to prioritize and work in high pressure situations
• Bachelor’s degree or equivalent experience

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.