IT CRM Specialist & Project Facilitator (6 months Maternity Cover)

JOB NUMBER: JB04655

VACANCY NUMBER: ADV05795

SHARE: https://www.careers.msccruises.com/vacancy/ADV05795/it-crm-specialist-amp-project-facilitator-6-months-maternity-cover-geneva

ORGANIZATION: MSC Cruises S.A.

BUSINESS AREA: Office

LINE MANAGER: IT CRM & CTI Senior Manager

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging our parent company MSC Group's hundreds of years of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travellers.

An exciting opportunity exists for a talented and experienced IT CRM Professional to join Explora Journeys, our newly created luxury travel brand and to ensure the optimal utilization of the Salesforce platform by customizing it to meet business needs, providing operational support, and delivering user-focused training and guidance. Acting as a Salesforce expert, the incumbent leads the delivery of platform enhancements, supports technical solution design, and facilitates the implementation and monitoring of CRM-related projects and business improvements. To meet the goal, the CRM administrator will work with all the functions of the business (sales, marketing, support), as with other functions within IT (Reservation services, Digital channels, architecture and operations)

This role is based in the office out of our Headquarters in Geneva.

Salesforce Administration & Operational Support

• Configure and manage user accounts, security, and access settings.

• Develop and maintain reports, dashboards, and analytics to support business decision-making.

• Assist with data management activities, including mass data updates, cleansing, and quality monitoring through dashboards.

• Troubleshoot and resolve data-related issues reserved for administrators.

• Drive user adoption of Salesforce by delivering value through unused standard features.

• Provide training and ad-hoc guidance to users to maximize platform utilization.

Project Facilitation & Business Improvement

• Collaborate with business owners and end users to define requirements and User Acceptance Criteria (UAC) for new developments and enhancements.

• Support User Acceptance Testing (UAT) ceremonies to ensure successful delivery of CRM projects.

• Work with internal IT stakeholders to design scalable, efficient solutions.

• Monitor deliverables from external consultants for compliance with solution design specifications

Continuous Improvement & Technical Oversight

• Deliver non-project-related platform enhancements to address business pain points.

• Liaise between local CRM requirements and global dependencies, ensuring alignment across platforms.

• At least 2 year experience in Salesforce with a trajectory covering administration

• Real passion about Salesforce and desire to help customers leverage Salesforce solutions

• Salesforce administrator and cloud specialist credentials (superbadges or certificates)

• Fluent in English, oral and written

• Experience in Salesforce Marketing cloud is a plus

• Experience in CTI implementations (ideally Amazon connect) is a plus

• Excellent communication skills

• Solution-oriented

• Critical Thinking

Right to work in Switzerland

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