CRM Manager

Costa Crociere is seeking a talented and innovative CRM Manager to join the new Customer Department, our worldwide unit born to deliver a memorable Customer Experience driven by a real customer centric approach and solid Customer Insights.

The position will be responsible for designing, implementation and delivery of the new “one to one” communication plan along digital and physical touch points and its business effectiveness.

Key Responsibilities

• Lead a team of multidisciplinary competences (Crm, Customer Insight, Communication); 
• Business cases building and positive P&L/ROI results for all CRM initiatives
• Define the Costa Brand CRM Strategy and guarantee the optimal user experience of the guest along the digital and physical touch points;
• Manage and optimize the campaign management process and provide continuous enhancement and Innovation of CRM platform and tools;
• Design the creative concept and define the content management of the customer journey;
• Define CRM business streams (also trough predictive model) and drive the strategic decisions of the company about the overall data driven marketing topics;
• Guarantee the quality of the customer database and manage all the recovery actions (data quality, normalization, enrichment);
• Report on Campaign effectiveness (response by contacts to campaign) and suggest recovery actions to improve redemption or ask feedback;
• Support the Head of CRM and Loyalty and the Customer Director in the management of Direct Marketing and Business Intelligence suppliers.
• Central Marketing main contact for all CRM development and campaign management of Costa main source markets;

Job Requirements

Requirements

• Bachelor's and/or Master's Degree in Economics, Communication or Marketing.
• At least 2-3 years of experience in Customer Intelligence, Campaign Management, CRM or Loyalty;
• Strong analytical and marketing experience and evidence of improving business performance;
• Exposure to Headquarter contest and international environment;
• Previous experience in Project Management requested.

Coming from a Management Consulting Company, a Digital Agency or a Online Travel Agency will be a relevant “plus”.