CRM Tech Lead

Where passion meets opportunity

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Job Purpose

We are seeking an experienced and highly motivated Tech Lead to join the Customer Engagement & Marketing Automation area within the Digital CRM Customer Engagement & Interaction team. The Tech Lead is responsible for leading the technical design, delivery and continuous evolution of Adobe Experience Platform solutions, with a specific focus on Adobe Journey Optimizer, Real‑time CDP and Customer Journey Analytics, supporting MSC’s customer engagement, marketing automation, audience activation and customer journey orchestration strategy. The role focuses on ensuring scalable, reliable and fully integrated Adobe solutions across the CRM ecosystem, maintaining architectural consistency, data quality, platform reliability and alignment with enterprise integration, security and privacy standards.

Working within an Agile SAFe delivery model, the Tech Lead collaborates with the CRM Product Owner, architects, IT teams, business stakeholders and external partners to translate business needs into technical solutions, support delivery priorities, ensure implementation quality and enable the continuous improvement of MSC’s customer engagement and marketing automation capabilities.

Key Accountabilities

• Lead the technical implementation and continuous evolution of Adobe Experience Platform solutions, including Adobe Journey Optimizer, Real‑time CDP and Customer Journey Analytics.
• Translate business and product requirements into scalable technical designs, ensuring alignment with MSC CRM architecture, data governance, integration standards and delivery priorities.
• Provide hands‑on technical expertise in the configuration, development and optimisation of Adobe Experience Platform components and related MarTech solutions, including journey orchestration, audience management, campaign configuration, data models, schemas, decisioning, integrations, APIs, automation workflows and custom technical implementations where required.
• Coordinate technical delivery activities with internal IT teams, architects, business stakeholders and external technology partners.
• Ensure the correct integration of Adobe platforms with the broader CRM and digital ecosystem, including Salesforce, legacy CRM systems, Voice of the Customer, digital channels, contact centre platforms and enterprise integration layers.
• Support the CRM Product Owner in backlog refinement, technical feasibility assessment, solution design, release planning and delivery prioritisation.
• Ensure platform reliability, data consistency, technical quality and adherence to enterprise architecture, security and privacy requirements.
• Participate in Agile delivery ceremonies within the SAFe framework, including PI planning, backlog refinement, sprint reviews, release planning and technical coordination sessions.
• Identify opportunities to improve automation, scalability, reusability and operational efficiency across customer engagement and marketing automation capabilities.
• Support incident analysis, root cause investigation and continuous improvement of Adobe platform operations and integrations.

QUALIFICATIONS (skills, competencies, experience)

• +7 years of experience in technical delivery, solution design or technical leadership roles within CRM, MarTech, customer engagement or marketing automation platforms.
• Strong technical knowledge of Adobe Experience Platform capabilities, ideally including Adobe Journey Optimizer, Real‑time CDP, Customer Journey Analytics, audience management, data activation and customer journey orchestration.
• Solid understanding of CRM and marketing automation processes, including customer segmentation, campaign execution, personalisation, customer lifecycle management, consent management and customer engagement.
• Good knowledge of enterprise integrations, APIs, data flows, data quality, customer data models and platform architecture principles.
• IT experience in the travel, hospitality, cruise, leisure, retail or customer‑centric industries is considered a plus.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering;.
• Adobe Experience Platform, Adobe Journey Optimizer, Real‑time CDP or related certifications are considered a strong advantage.
• Strong stakeholder management, problem‑solving and communication skills, with the ability to translate business needs into clear technical solutions and coordinate cross‑functional delivery teams.
• Fluent in English; Italian or any other European language would be considered an advantage.

Visa Requirements

Right to work in Italy.

What We Offer

In compliance with the applicable pay‑transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.

Contract

• Type of contract: Permanent
• Hybrid working model: 2 days per week remotely
• Applicable Collective Labour Agreement (CCNL): “Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato” – sez. personale di terra
• Gross annual salary (RAL): between €45,000 – €52,000 gross per year, paid over 14 monthly installments
• Meal vouchers: worth €8 per on‑site working day

The offer in terms of salary will be determined based on the candidate’s professional experience, technical competencies, and the level of autonomy and responsibility assigned to the role.

Welfare & Wellbeing

We offer a range of Welfare & Wellbeing initiatives as well as benefits including productivity award, health insurance, learning opportunities, flexible working hours, employee assistance programme, discounts & partnerships within the MSC group.

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.