IT Digital CRM Platforms Performance Manager

## Job Purpose

The Digital CRM Platforms Performance 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 Data products as well as troubleshooting, and design, development, implementation, and support of change requests.

## Key Accountabilities

•    Safeguards the operability production of domain systems. Preserves the technological stability of the applied solutions, ensuring the technological evolutionary capacity.
•    Define and drive a continuous improvement framework for Digital CRM Customer Engagement & Customer Interaction platforms, identifying opportunities to optimize performance, reliability, scalability, supportability and operational efficiency.
•    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 Digital CRM Customer Engagement & Customer Interaction 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 analyse, 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.
•    Promote automation of operational processes, monitoring activities, deployments and support procedures to reduce manual effort, increase reliability and improve service delivery effectiveness.

## Qualifications

•    +10 years of experience in similar positions, within the CRM, MarTech and Customer Data domains.
•    Experience defining and implementing Operational Excellence and Continuous Service Improvement (CSI) frameworks. 
•    Strong expertise in Incident, Problem and Major Incident Management processes, including Root Cause Analysis (RCA) methodologies. 
•    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 with observability, monitoring and alerting platforms, including proactive performance management and capacity planning.
•    CASM (Certified Agile Service Manager), SAFe, ITILv5, 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.

## WHAT WE OFFER

In compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.

Contract 
•    Type of contract: Permanent
•    Hybrid working model: 2 days per week remotely
•    Applicable Collective Labour Agreement (CCNL): “Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato” – sez. personale di terra
•    Gross annual salary (RAL): between €63.000 – €69.000 gross per year, paid over 14 monthly installments
•    Meal vouchers: worth €8 per on-site working day
The offer in terms of salary will be determined based on the candidate’s professional experience, technical competencies, and the level of autonomy and responsibility assigned to the role.

Welfare&Wellbeing
We offer a range of Welfare&Wellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts & Partnerships within the MSC group.

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!