CRM & Customer Analytics Service Manager

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Job Purpose

MSC Cruises is the world's third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises - the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.
The CRM & Customer Analytics Service Manager will work closely with the technical stakeholders and Product Owners of different digital applications with particular focus on managing and ensuring service level agreements within customer processes, serving as a liaison among business partners, technical resources, and project stakeholders.
He/she will work both at tactical and strategic levels and will be responsible for support of mission-critical enterprise CRM, CTI and Customer Analytics products as well as troubleshooting, and design, development, implementation, and support of change requests.
The position is based in Naples or Milan office, with up to 2 days per week of remote work.

Key Accountabilities

* Safeguards the operability production of domain systems. Preserves the technological stability of the applied solutions, ensuring the technological evolutionary capacity;
* Leads service and maintenance projects, carrying out the cross coordination of the different Digital Units, maintaining SLAs / OLAs, monitoring the activities of the project and deadlines, to anticipate delays and impacts;
* Develops and maintains user support documentation, analyses software maintenance requirements including troubleshooting report and change request analysis, proposing economical and efficient solutions as part of developing CRM solutions to incidents and change requests;
* Collaborates in the definition and control of CRM & Customer Analytics performance and quality indicators, as well as technological risk indicators.
* Streamlines procedures and functions of the service to offer continuous improvement and ensure the delivery of the service according to the defined SLAs;
* Works with globally distributed teams to analyze, trouble shoot and isolate root cause of critical production issues when they arise;
* Is a strong advocate for adherence to standards and best practice. Understands the responsibilities of the maintenance team providing support and assistance when needed;
* Ability to act as integration lead and able to demonstrate clear approach to methodology as well as technical capabilities.

Qualifications

* +10 years of experience in similar positions, within the CRM, CTI and Customer Analytics domains;
* Proven experiences in maintenance of full end-to-end processes across multiple CRM technology platforms;
* Extensive maintenance experience with Salesforce CRM and Adobe Experience Platform;
* Solid understanding of CRM, CTI and marketing automation infrastructure and technologies used to deliver services;
* Experience with regular senior management status updates for multiple service agreements;
* Hands-on in software development (package software);
* Experience in monitoring and observability tools such as Dynatrace;
* Knowledge in Customer Engagement / Contact Center, Marketing Campaign Automation and CRM processes;
* Proven experience in Service Management, support and integration with all ITSM processes;
* CASM (Certified Agile Service Manager), SAFe, ITIL V.4, DevOps proved knowledge and experience, any certification is an advantage;
* Fluent in English, both oral and written. Any additional European language is an advantage;
* Master's Degree in Computer Science, Management Information Systems or comparable discipline.

VISA Requirements

Right to work in Italy.

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