Marco Mosca Email & Phone Number

Naples, It

Napoli, Italia

Reporting to the Chief Business Innovation Officer, I’m currently working on the “MSC for Me” project, the innovative Digital Transformation Program, aimed to implement a new digital customer experience onboard the new MSC “Smart Ships”. This ambitious project has different goals such as enabling guests to explore the ship, reserve the theater, reserve specialty restaurants or purchase excursions, get in touch with passengers and crew members whenever they want or need to. The guests have even… Show more Reporting to the Chief Business Innovation Officer, I’m currently working on the “MSC for Me” project, the innovative Digital Transformation Program, aimed to implement a new digital customer experience onboard the new MSC “Smart Ships”. This ambitious project has different goals such as enabling guests to explore the ship, reserve the theater, reserve specialty restaurants or purchase excursions, get in touch with passengers and crew members whenever they want or need to. The guests have even the opportunity to autonomously personalize and organize their cruise experience through digital channels. This unique and innovative project is driven by cutting-edge technologies such as mobile app, interactive screens and iTVs, wearables, geo-localization and proximity marketing. I have been focusing on the User Experience analysis and dedicating to the user’s journey across different digital touchpoints to improve the overall customer experience.Leveraging on new technologies and new digital trends, I’m also in charge of identifying and evaluating new innovative business opportunities in order to generate continuous innovation for the company.Main additional Projects: • MSC ZOE VOICE VIRTUAL ASSISTANT project, the first virtual assistant in the cruise industry:o Around 20 internal and external resources managed. o Engineered on Artificial Intelligence and Machine learning technologies, seven languages, 900 questions.• Contact Tracing: deployed a Contact tracing wristband solution based on BLE technology in 8 weeks onboard MSC ships to mitigate COVID-19 spread and identify all guests who have come in close contact with COVID-19 people. Show less

I'm responsible for collect, analyze, formalize the business requirement coming from each MSC Cruises market, identifying the e-commerce needs and requirements based on market peculiarities.I work in a dynamic environment, closely with several departments ( Yield, IT, Web and Marketing ) by giving support with new sales and trade promotion projects. As Senior Business Analyst and Project Manager I am in charge of business development and roll out of new B2B MSC Cruises reservation… Show more I'm responsible for collect, analyze, formalize the business requirement coming from each MSC Cruises market, identifying the e-commerce needs and requirements based on market peculiarities.I work in a dynamic environment, closely with several departments ( Yield, IT, Web and Marketing ) by giving support with new sales and trade promotion projects. As Senior Business Analyst and Project Manager I am in charge of business development and roll out of new B2B MSC Cruises reservation system. I am the key interface between the Business and the development teams.Main Duties:- Work with eCommerce Manager and external consulting company to develop and deliver business and technical solutions for the new B2B corporate channel- Analyze as is B2B’s company performances, Benchmark online sales tools and make a market survey with the biggest trade partners to measure and understand travel agents needs- Monitor the overall project, by checking the main activities of the other departments and notifying the entire project team about issues or change requests. Show less

Napoli, Italia

Responsible for evaluating new business requirements related to both B2C and B2B websites.My main role is to define the functionalities, new features and supporting services of online stores in order to increase the efficiency of a company's online sales, by giving support to collect, analyze, formalize the business requirement coming from all MSC Cruises local Offices.Main tasks:- Analyze internal online platforms (B2B and B2C ) and collect enhancements and new business… Show more Responsible for evaluating new business requirements related to both B2C and B2B websites.My main role is to define the functionalities, new features and supporting services of online stores in order to increase the efficiency of a company's online sales, by giving support to collect, analyze, formalize the business requirement coming from all MSC Cruises local Offices.Main tasks:- Analyze internal online platforms (B2B and B2C ) and collect enhancements and new business requirements to improve channels usability and conversation rates such as: new online payment methods (Sofort and PayPal), add on of bundling products ( add on of excursions and packages), Train and Flights integration- Training (onsite or via webex) related to new functionalities,- Prepare and update supporting and training documentation of online channels - Monitoring online channels performances to ensure SLA compliance on a daily basis;- Support local and corporate offices for functional/content related enhancements management and resolution- Mapping and Activation of new external partners (i.e. xml, white label); Show less

Green EconomyMarketing - Direct sales and team leader of others energy brokers.

Handle agent disputes and/or complaints.Utilize CRM system to process and priorities workload and record accurate information.Analysis and data processing on customer satisfaction, customer retention activities and claims management.Outbound, Personal Consultant for the MSC club members.

Bookings and inbound calls managment. Back office activities about booked product with operation and commercial department of Company. Responsible for processing bookings, amendment and cancellations received from travel agents.Ensure effective management of Reservations and Revenue. Handle incoming call inquiries from travel agents on all related products and packages.Manage relationships with clients by providing high levels of customer service and account management support.