Crm Service Manager Napoli

Crm Service Manager
Napoli
Campania, Napoli

The CRM Service Manager will work closely with the technical stakeholders and the CRM Manager on a global transformation program 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 being responsible for support of mission-critical enterprise CRM solutions as well as trouble shooting, and design, development, implementation, and support of change requests.

- +7 years of experience in similar positions, within the CRM domain with proven experiences in maintenance of full end-to-end processes across multiple CRM technology platforms;

- 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;

- Extensive maintenance experience with at least one CRM platform among Salesforce and MS Dynamics;

- Solid understanding of CRM and marketing automation infrastructure and technologies used to deliver services;

- Hands-on in software development (package software);

- Knowledge in Customer Engagement, Marketing Campaign Automation and CRM processes and proven experience in Service Management, support and integration with all ITSM processes;

- CASM (Certified Agile Service Manager), COBIT, ITIL V. 4, DevOps proved knowledge and experience, any certification is an advantage:

- Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form;

- Ability to act as integration lead and able to demonstrate clear approach to methodology as well as technical capabilities;

- Safeguard the operability production of domain systems and preserve the technological stability of the applied solutions, ensuring the technological evolutionary capacity;

- Lead service and maintenance projects, carrying out the cross coordination of the different CRM units, maintaining SLAs -/ OLAs, monitoring the activities of the project and deadlines, to anticipate delays and impact;

- Develop and maintain user support documentation, analyse software maintenance requirements including trouble report and change request analysis, proposing economical and efficient solutions as part of developing CRM solutions to incidents and change requests;

- Collaborate in the definition and control of CRM performance and quality indicators, as well as technological risk indicators;

- Streamline procedures and functions of the service to offer continuous improvement and ensure the delivery of the service according to the defined SLAs;

- Address the needs of the IT and business stakeholders, with an understanding of costs and benefits, providing the necessary engagement and knowledge to communicate it to the work team;

- Work with globally distributed teams to analyse, trouble shoot and isolate root cause of critical production issues when they arise;

- Be a strong advocate for adherence to standards and best practice, understanding the responsibilities of the maintenance team providing support and assistance when neededVISA REQUIREMENTS (if any)

- Right to work in Italy

Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean.

Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf.

MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide.

As a result of a euro 6. 5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia.

The fleet's average age is 7 years, the youngest in the industry.

In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships.

As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year.

MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude.

MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship.

In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.