CRM Automation Specialist

Job Purpose

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 Marketing Automation Professional to join our newly created luxury travel brand Explora Journeys and to support in the development and setup of direct marketing communications. This role is based in the office of Milan.

Key Accountabilities

Automation Tasks
1. Support the Automation Manager in managing the Marketing Automation tool (Salesforce Marketing Cloud) and be responsible for tool performance, stability, folder organization, compliance, update and adjustments including the management of potential add-ons;
Data Management & Segmentation
1. Build and maintain complex audience segments using SQL queries within Automation Studio and Query Activities; proficiency in multi-table JOINs, subqueries, window functions, and set operations
2. Develop and manage AMPscript logic for dynamic content personalisation, conditional rendering, and real-time data lookups at send time
3. Implement and maintain Salesforce Marketing Cloud’s native preference centre and consent management framework, aligned with GDPR, CASL, and CAN-SPAM requirements
4. Define and enforce data retention policies within SFMC, managing Data Extension purging schedules and maintaining a clean, performant data layer
5. Support integration data flows from external sources (e.g., reservation system, booking platforms) via SFTP file imports, API-triggered sends, and Automation Studio file transfer activities
Campaign & Journey Execution
1. Design and deploy multi-step, multi-channel customer journeys in Journey Builder, leveraging Entry Sources such as Data Extensions, Salesforce Data, API Events, and Audience Builder segments;
2. Support the set-up of triggered communications and customer journeys;
3. Configure and manage A/B and multivariate tests across subject lines, content blocks, send time optimisation (STO), and Einstein Engagement Frequency recommendations;
4. Implement and maintain preference centres and unsubscribe workflows, ensuring compliance across all SFMC Business Units and subscriber lists;
5. Manage email tagging and be autonomous with html fine tuning of template elements;
6. Support the identification of opportunities to improve the way Explora is leveraging Marketing Cloud functionalities;
7. Support the Marketing team in the updating of the communication plan;

Analytics & Reporting
8. Support the CRM team in the monitoring of database composition and segments update;
9. Monitor direct marketing performances, support Marketing Automation reporting and pro-actively identify improvement areas and suggest improvement actions;
10. Leverage Einstein Analytics features within SFMC: Engagement Scoring, Send Time Optimisation, Einstein Content Selection, and Predictive Intelligence
11. Track and analyse deliverability KPIs (inbox placement rate, bounce rates, spam complaint rates, sender reputation) and implement remediation plans

Project Management
1. Support project management activities implied with the setup of the direct marketing campaigns, such as interacting with internal stakeholders during the briefing phase, interact with external partners during materials creation and collection phase, and support the internal validation process;
2. Support the CRM Automation Manager in platform roadmap planning, identifying opportunities to leverage new SFMC releases and third-party add-ons
3. Maintain comprehensive internal documentation: SFMC data dictionary, journey maps, campaign naming conventions, folder taxonomies, and operational runbooks

Qualifications

• 3–5 years of hands-on Salesforce Marketing Cloud experience, with demonstrable expertise across:
  • Journey Builder: multi-step journeys, branching logic, goal/exit criteria, re-entry settings
  • Automation Studio: SQL Query Activities, File Transfer, Data Extract, and scheduled automation chains
  • Email Studio: Content Builder, Template Language (AMPscript), Guided Send, and A/B testing
  • Contact Builder: data model design, attribute groups, cardinality, and population configuration
  • SFMC Administration: Business Unit management, Security Settings, Marketing Cloud Connect
  • Familiarity with CRM systems, preferably with Salesforce;

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
- 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 €32.000 – €39.000 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 work hours organization, Employee Assistance Programme, Discounts & Partnerships within the MSC group.