IT Digital CRM Platforms Performance Manager (Salesforce)

Location: Naples, Italy; hybrid working model with 2 days per week remotely. Right to work in Italy required.

Gross annual salary: €63,000–€69,000, paid over 14 monthly installments.

Company

hirify.global is a luxury cruise brand operating within the MSC Cruises group.

What you will do

• Safeguard the operability, stability, and evolutionary capacity of mission-critical CRM, CTI, and Customer Data systems.
• Define and drive continuous improvement for Digital CRM Customer Engagement and Customer Interaction platforms, improving performance, reliability, scalability, supportability, and operational efficiency.
• Lead service and maintenance projects, coordinate Digital Units, maintain SLAs and OLAs, and monitor deadlines and delivery impacts.
• Analyse incidents, troubleshooting reports, maintenance requirements, and change requests, proposing efficient CRM solutions and maintaining user support documentation.
• Coordinate performance, quality, and technological risk indicators with relevant stakeholders and senior management.
• Promote automation of operational processes, monitoring, deployments, and support procedures while helping isolate root causes of critical production issues.

Requirements

• More than 10 years of experience in similar positions within CRM, MarTech, and Customer Data domains.
• Experience defining and implementing Operational Excellence and Continuous Service Improvement frameworks.
• Strong expertise in Incident, Problem, and Major Incident Management, including Root Cause Analysis methodologies.
• Extensive maintenance experience with Salesforce CRM and Adobe Experience Platform.
• Solid understanding of CRM, CTI, and marketing automation infrastructure and technologies.
• Experience providing regular senior management status updates for multiple service agreements.
• Hands-on experience in software development involving package software.
• Experience with observability, monitoring, alerting, proactive performance management, and capacity planning.
• Proven knowledge and experience with CASM, SAFe, ITILv5, and DevOps; certification is an advantage.
• Fluent English, both oral and written.
• Master’s degree in Computer Science, Management Information Systems, or a comparable discipline.

Nice to have

• Any additional European language.
• Certification in CASM, SAFe, ITILv5, or related practices.

Culture & Benefits

• Permanent employment under the applicable Italian collective labour agreement for shore-based personnel in private shipping companies.
• Flexible working hours, health insurance, welfare and wellbeing initiatives, an Employee Assistance Programme, and meal vouchers worth €8 per on-site working day.
• Productivity award, learning opportunities, and discounts and partnerships within the MSC group.
• Inclusive, diverse, and globally connected working environment with opportunities for professional growth and continuous learning.