Descrizione della Posizione Lavorativa

About MSC Cruises: MSC Cruises is the world's third-largest cruise brand and a market leader in Europe, South America, the Gulf and Southern Africa. Headquartered in Geneva, the contemporary brand operates a fleet of 22 modern ships with new vessels planned for 2025–2027.

Role purpose: The CRM & Customer Analytics Service Manager will partner with technical stakeholders and Product Owners across digital applications to manage and ensure service level agreements within customer processes. The role acts as a liaison between business partners, technical teams and project stakeholders, operating at both tactical and strategic levels. Responsible for support of mission-critical enterprise CRM, CTI and Customer Analytics products, including troubleshooting, design, development, implementation and support of change requests.

Location and working mode: Based in the Naples or Milan office with up to 2 days per week remote work.

Key accountabilities

• Ensure production operability of domain systems and preserve technological stability and evolutionary capacity of solutions.
• Lead service and maintenance projects, coordinate across Digital Units and maintain SLAs / OLAs, monitoring project activities and deadlines to anticipate impacts or delays.
• Develop and maintain user support documentation; analyse maintenance needs, troubleshoot incidents and assess change requests, proposing cost‑effective CRM solutions.
• Define and control CRM & Customer Analytics performance and quality indicators, as well as technological risk indicators.
• Streamline service procedures to drive continuous improvement and ensure delivery according to defined SLAs.
• Work with globally distributed teams to analyse and isolate root causes of critical production issues.
• Advocate for standards and best practices; support the maintenance team and act as integration lead when required.

Qualifications & experience

• 10+ years experience in similar roles within CRM, CTI and Customer Analytics domains.
• Proven experience maintaining end-to-end processes across multiple CRM platforms.
• Extensive hands-on maintenance experience with Salesforce CRM and Adobe Experience Platform.
• Strong understanding of CRM, CTI and marketing automation infrastructures and related technologies.
• Experience providing regular senior management updates for multiple service agreements.
• Hands-on software development experience (package software) and familiarity with monitoring/observability tools such as Dynatrace.
• Knowledge of Customer Engagement / Contact Center, Marketing Campaign Automation and CRM processes.
• Proven experience in Service Management and integration with ITSM processes.
• Familiarity with CASM (Certified Agile Service Manager), SAFe, ITIL v4 and DevOps practices; certifications are an advantage.
• Fluent in English (spoken and written); additional European languages are a plus.
• Master's Degree in Computer Science, Management Information Systems or a comparable discipline.

VISA requirement: Right to work in Italy.

MSC Cruises is committed to diversity and inclusion and aims to create an environment where everyone feels valued and empowered. Ready to turn your passion into something extraordinary? Join us at MSC Cruises and apply to be part of a global team.

Requisiti

+10 years in CRM/CTI/Customer Analytics roles; proven end-to-end CRM maintenance experience; hands-on with Salesforce and Adobe Experience Platform; experience with Dynatrace and ITSM processes; Master's degree in Computer Science or MIS; fluent English; right to work in Italy.