CRM Loyalty Specialist

Job Purpose

An exciting opportunity exists for a talented CRM Loyalty Specialist to join our newly created luxury travel brand Explora Journeys and to support the planning, execution, and optimization of our CRM and loyalty programs. This role is based in Milan.

Key Accountabilities

• CRM Campaign Management: Plan, create, and execute CRM campaigns across email, SMS, push notifications, and other digital channels;
• Customer Segmentation & Targeting: Develop customer segments using behavioural and transactional data to deliver personalized communications and offers;
• Loyalty Programme Management: Support the design, implementation, and day-to-day management of the customer loyalty programme, including rewards, tiers, and customer benefits;
• Analytics & Reporting: Monitor CRM performance metrics (open rates, CTRs, conversions, retention rates), and generate regular reports to evaluate campaign effectiveness;
• Customer Journey Optimization: Map and optimize customer journeys across channels to increase engagement and satisfaction;
• Collaboration: Work closely with marketing, data, product, and customer service (EEC) teams to ensure consistent messaging and seamless customer experiences;
• Tool & Platform Management: Maintain and optimize CRM systems (e.g., Salesforce) ensuring data integrity and compliance.

Qualifications (skills, competencies, experience)

• At least 3 years’ experience in a similar CRM Marketing role preferably in the Luxury or Luxury Hospitality/Travel Industry;
• Educational background in Marketing or Economics;
• Fluency in English – additional languages are a plus;
• Familiarity with CRM systems (preferably with Salesforce) and with the most popular project management software (JIRA, Confluence);
• Good Knowledge of Microsoft Office (PPT, Excel, Word etc.);
• Self-motivated and team player with great collaboration skills;
• Structured, well organized and know how to navigate in a matrix organisation;
• Good organizational skills and strong attention to detail;
• Experienced working in a fast -paced and evolving environment.

Visa Requirements

• Right to work in Italy.