Digital technology crm & customer analytics release manager
MSC Cruises, the world's 3rdlargest cruise operator, is embarking on an ambitious 10-year investment plan of €13.6 billion. This plan encompasses the construction of up to 17 new digitally advanced ships, state-of-the-art terminals, and other pivotal assets.
Joining MSC Cruises means stepping into a dynamic, international setting with the autonomy to shape and define the digital future of our organization. With the backing and breadth of a rapidly evolving global business, our environment is international, fast-paced, highly collaborative, and meritocratic.
We are on the lookout for a
CRM & Customer Analytics Release Manager is responsible for planning, coordinating, and overseeing the release of software products and digital updates across multiple platforms.
This role is crucial in ensuring the seamless and efficient deployment of digital products, meeting quality standards, aligned with business objectives.
He//she will work closely with the technical stakeholders, cross-functional teams and Product Owners of different digital applications with particular focus on planning, coordinating, and overseeing the release of software products and digital updates across multiple platforms.
- +7 years of experience in release management or a similar role, within the CRM, CTI and Customer Analytics domains.
- Experience in managing software releases in an Agile//Scrum environment.
- Strong understanding of software development lifecycle (SDLC) and release management processes.
- Proficiency in
- Knowledge of CI//CD pipelines and Dev Ops practices.
- Extensive maintenance
experience with
Salesforce CRM and
Adobe Experience Platform.- Certification in Agile. SAFe 6 is a plus.
- Familiarity with ITIL or other IT service management frameworks. Hands-on in software development (package software).
- Experience in monitoring and observability tools such as Dynatrace.
- Strong problem-solving skills and the ability to work under pressure.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple projects simultaneously.
- Experience in coordinating cross-functional teams.
- 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.
- Develop and maintain release schedules, ensuring timely and efficient deployment of digital products.
- Manage release readiness reviews, ensuring all release components are prepared for deployment.
- Plan, coordinate, and oversee CRM platforms upgrades, ensuring minimal disruption and maximum benefit.
- Implement and enforce release management processes and best practices, ensure that all releases meet quality standards and comply with regulatory requirements.
- Continuously analyse and optimize automation processes for improved efficiency and effectiveness.
- Facilitate release-related meetings, including go//no-go decisions and retrospectives.
- Manage post-release activities, including user feedback and issue resolution.
- Oversee the management and configuration of production and pre-production environments.
- Collaborate with IT Infrastructure teams to manage environment issues and changes.
- Ensure proper documentation of release processes, policies, and procedures.
- Coordinate with QA teams to ensure comprehensive testing and quality assurance of releases.
- Monitor and report on release metrics and KPIs to stakeholders.
- Manage the deployment of new features and fixes for production incidents, ensuring minimal disruption to end-users.
- Coordinate with support teams to manage incidents and provide timely resolutions.
- Drive continuous improvement initiatives to enhance the release management process.
- Ensure compliance with security standards and practices during releases.
- Develop and maintain disaster recovery plans for release management.VISA REQUIREMENTS (if any)
- Right to work in Italy
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.