Descrizione della Posizione Lavorativa

Company overview: MSC Cruises is a leading global cruise brand headquartered in Geneva with a fleet of modern vessels and rapid expansion plans. The company is a major player across Europe, South America, the Gulf, Southern Africa and has a growing presence in the Caribbean, North America and the Far East.

Role purpose: We are looking for an experienced and motivated CRM Product Manager to own and evolve the enterprise Salesforce CRM platform, the main customer system supporting sales and customer service processes. The role emphasizes platform strategy, roadmap governance and delivery of scalable Salesforce capabilities while preserving architectural integrity, data consistency and measurable business value. Exposure to other MarTech platforms such as Adobe Experience Platform or Medallia is a plus.

Key responsibilities

• Own the CRM product vision and roadmap, ensuring alignment with business priorities across sales, marketing, customer service and customer experience stakeholders.
• Act as Product Owner for Salesforce, governing platform evolution, data model integrity, release priorities and integrations with enterprise systems.
• Translate business requirements into product capabilities supporting initiatives such as Customer 360 and master data management, marketing automation and customer journey orchestration, customer service and case management, Voice of the Customer/feedback programs, and customer lifecycle management.
• Manage and prioritize the high-level product backlog (features) and lead Agile delivery cycles within the SAFe framework, including PI planning, backlog refinement, sprint reviews and release planning.
• Coordinate cross-functional delivery teams (engineering, architects, business stakeholders and technology partners) and ensure CRM integration with the broader digital ecosystem (customer data platforms, marketing tools, contact center systems and other enterprise systems).
• Drive continuous improvement by identifying opportunities for automation, personalization and enhanced customer engagement.
• Monitor product performance through KPIs and adoption metrics and support change management and adoption initiatives to ensure business teams effectively leverage CRM capabilities.

Qualifications and experience

• Master's degree in Computer Science, Information Technology, Engineering, Business Administration, Economics or a similar field.
• At least 7 years of experience specifically with the Salesforce CRM platform in Product Manager, Product Owner or CRM leadership roles.
• Strong hands-on experience with Sales Cloud and Service Cloud (mandatory). Familiarity with other MarTech/Customer Experience tools (e.g. Adobe Experience Platform) is a strong advantage.
• Solid knowledge of core CRM processes: sales pipeline and lead management, marketing campaigns and segmentation, customer service and case management, Voice of the Customer programs, customer master data management and Customer 360 initiatives.
• Experience working in Agile environments, ideally within a SAFe delivery model; proven ability to manage product backlogs, write user stories and prioritise features by business value.
• Understanding of customer data management, integrations, APIs and CRM platform architectures; experience coordinating cross-functional teams and external vendors.
• Strong stakeholder management and communication skills. Experience in travel, hospitality or leisure is an advantage. Fluent English required; additional EU languages are a plus. Availability to travel.

Visa requirement: Right to work in Italy.

Our commitment: MSC Cruises values diverse perspectives and fosters an inclusive environment where employees are respected and empowered. The company seeks to take measurable actions with positive long-term impact for guests, employees and the planet.

Ready to take your passion further? Join MSC Cruises and apply to become part of a global team shaping the customer experience.

Benefits

• Working within a global, growing organisation with opportunities for international exposure.
• An inclusive and diverse workplace culture.
• Opportunities to collaborate across digital, sales and customer experience teams and to travel as required.

Requisiti

Master's degree in a relevant field; at least 7 years working with Salesforce in Product Manager/Product Owner/CRM leadership roles; hands-on experience with Sales Cloud and Service Cloud (mandatory); experience with MarTech tools (e.g. Adobe Experience Platform) is an advantage; strong knowledge of CRM processes (sales pipeline, lead management, marketing segmentation, case management, VoC, Customer 360/MDM); experience in Agile/SAFe; ability to manage backlogs, define user stories and prioritise by business value; understanding of integrations, APIs and CRM architectures; strong stakeholder and communication skills; fluent English; availability to travel; right to work in Italy.