Customer Activation Senior Manager

Experteer Overview

In this role you will design and lead omnichannel customer activation programs that connect data, technology, and content to deliver personalized experiences across the customer journey. You will shape Costa’s customer engagement strategy, aligning activation with commercial goals and multi‑market execution. You will own end‑to‑end activation across owned channels, paid media, and human touchpoints, ensuring consistent impact and measurable value. You will collaborate with IT, Martech, and business teams to embed personalization, predictive insights, and dynamic content at scale.

Retribuzione / Benefits

• Design, implement, and optimize end‑to‑end omnichannel journeys across CRM, digital platforms, media, and offline interactions
• Orchestrate activation levers across owned CRM channels (email, SMS, push, WhatsApp) and align with paid, digital, and sales channels
• Integrate content strategy, segmentation, personalization, and execution into a unified framework using the CDP
• Manage external service providers and collaborate with IT, Digital, Martech, and other stakeholders for flawless execution
• Oversee technical execution of campaigns (setup, QA, automation logic, tracking) and ensure data integrity
• Define contact strategies, priorities, and rules; govern lifecycle journeys and outbound campaigns
• Monitor performance metrics (engagement, conversion, retention, CLV) and drive continuous optimization
• Lead cross‑market activation with data‑driven insights, GDPR compliance, and a test‑and‑learn approach

Responsabilità

• 10+ years of experience in CRM, customer activation, lifecycle marketing, personalization, and Martech‑driven projects
• Proven omnichannel orchestration across CRM, media, digital, and offline channels
• Strong expertise in customer experience, digital transformation, journey orchestration, campaign management, and personalized content frameworks
• Hands‑on experience with marketing automation platforms and personalization engines
• Strong analytical skills with ability to translate data into activation strategies
• Excellent project and stakeholder management in complex, cross‑functional initiatives
• Understanding of full marketing mix, QA, tracking, and campaign operation
• Experience in multi‑market environments; familiarity with predictive models and dynamic content systems
• Experience mentoring technical and business teams
• Fluency in English and Italian
• Strategic, commercial mindset with collaborative, fast‑paced approach

Requisiti fondamentali

• daily meal vouchers
• exclusive discounts
• platform access
• free medical insurance
• family welfare benefits
• discounts on cruises and onboard services