Where passion meets opportunity The best of your adventures is the one you have yet to sail! Job Purpose MSC Cruises, the world's third-largest cruise brand and leader in Europe, South America, the Gulf region, and Southern Africa, is seeking a CRM & Customer Analytics Service Manager. Headquartered in Geneva, MSC Cruises operates a modern fleet of 22 ships, with three new vessels launching in 2025, 2026, and 2027. The manager will collaborate with technical stakeholders and Product Owners across digital applications, focusing on managing service level agreements within customer processes, acting as a liaison among business partners, technical teams, and project stakeholders. This role involves supporting enterprise CRM, CTI, and Customer Analytics products, troubleshooting, and managing change requests. The position is based in Naples or Milan, with up to 2 days of remote work per week. Key Accountabilities Ensure the operability and technological stability of domain systems, supporting their evolution. Lead service and maintenance projects, coordinating across Digital Units, maintaining SLAs/OLAs, and monitoring project timelines. Develop and update support documentation, analyze software maintenance requirements, and propose efficient solutions for incidents and change requests. Define and control CRM & Customer Analytics performance, quality, and risk indicators. Streamline procedures to improve service delivery according to SLAs. Collaborate with distributed teams to troubleshoot and resolve critical production issues. Adhere to standards and best practices, supporting the maintenance team as needed. Act as an integration lead, demonstrating methodological and technical expertise. Qualifications Minimum 10 years of experience in CRM, CTI, and Customer Analytics roles. Experience maintaining end-to-end processes across multiple CRM platforms. Extensive experience with Salesforce CRM and Adobe Experience Platform. Strong understanding of CRM, CTI, and marketing automation technologies. Experience providing senior management status updates for service agreements. Hands-on experience with software development and monitoring tools like Dynatrace. Knowledge of Customer Engagement, Contact Center, and CRM processes. Proven support and integration experience with ITSM processes. Certifications such as CASM, SAFe, ITIL V.4, DevOps are advantageous. Fluent in English; additional European languages are a plus. Master's Degree in Computer Science, MIS, or related field. VISA Requirements Right to work in Italy. Our commitment We value diversity, inclusion, and sustainability, fostering an environment where everyone can thrive. Join MSC Cruises and turn your passion into an extraordinary career. Apply today and start your journey with us. J-18808-Ljbffr