IT Crm Product 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.
We are seeking an experienced and highly motivated CRM Product Manager to join our growing team.
The CRM Product Manager is responsible for owning and evolving the enterprise Salesforce CRM platform as the primary customer system supporting sales and customer service processes.
The role focuses on platform strategy, roadmap governance, and delivery of scalable Salesforce capabilities, ensuring architectural integrity, data consistency, business value realization and ensuring their continuous evolution to enhance customer engagement, operational efficiency, and customer insights. Exposure to additional MarTech platforms such as Adobe Experience Platform or Medallia is considered a plus.
Working within an Agile SAFe delivery model, the CRM Product Manager collaborates with business stakeholders, IT teams, and external partners to define priorities, manage product backlogs, and lead the delivery of CRM capabilities that support the company’s digital and customer experience strategy.

KEY ACCOUNTABILITIES

•    Own the CRM product vision and roadmap, ensuring alignment with Business Owners priorities across sales, marketing, customer services, and customer experience teams.

•    Act as Product Owner for the Salesforce CRM platform, governing its evolution, data model integrity, release priorities, and integration with enterprise systems. Knowledge of other customer engagement tools is considered an additional advantage.

•    Translate business needs into product capabilities and platform enhancements, supporting initiatives such as:
•    Customer 360 and customer master data management
•    Marketing automation and customer journey orchestration
•    Customer service and case management
•    Voice of the Customer and feedback management
•    Customer lifecycle and engagement management
•    Manage and prioritize the high level product backlog ( Features ), working closely with business stakeholders to ensure the most valuable capabilities are delivered.

•    Lead Agile delivery cycles within the SAFe framework, participating in PI planning, backlog refinement, sprint reviews, and release planning.

•    Coordinate cross-functional teams including engineering teams, architects, business stakeholders, and technology partners to deliver CRM capabilities.

•    Ensure the integration of CRM platforms with the broader digital ecosystem, including customer data platforms, marketing tools, contact center systems, and other enterprise systems.

•    Drive continuous improvement of CRM products, identifying opportunities to enhance automation, personalization, and customer engagement capabilities.

•    Monitor product performance through KPIs and adoption metrics, ensuring CRM platforms deliver measurable business value.

•    Support change management and adoption initiatives, enabling business teams to effectively leverage CRM capabilities.

QUALIFICATIONS (skills, competencies, experience)

•    Master’s degree in Computer Science, Information Technology, Engineering, Business Administration, Economics, or similar.

•    At least 7 years of experience working specifically with Salesforce CRM platform in Product Manager, Product Owner or CRM leadership roles.

•    Strong hands-on experience with Salesforce CRM platform (Sales Cloud and Service Cloud mandatory). Experience with other MarTech or Customer Experience tools such as Adobe Experience Platform is considered a strong advantage.

•    Solid understanding of core CRM business processes, including:
o    Sales pipeline and lead management
o    Marketing campaigns and customer segmentation
o    Customer service and case management
o    Voice of the Customer programs
o    Customer master data management and Customer 360 initiatives

•    Experience working in Agile environments, ideally within a SAFe (Scaled Agile Framework) delivery model.

•    Proven ability to manage product backlogs, define user stories, and prioritize features based on business value.

•    Understanding of customer data management, integrations, APIs, and CRM platform architectures.

•    Experience coordinating cross-functional teams including business stakeholders, developers, architects, and external vendors.

•    Strong stakeholder management and communication skills, with the ability to translate business needs into technical solutions.

•    Experience within the travel, hospitality, or leisure industry is considered a plus.

•    Fluent in English, any other EU languages would be an advantage.

•    Availability to travel.

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!