Global Head of CRM

Discover your journey into the extraordinary.

Where passion meets opportunity

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 (three 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.

• Lead the definition of the global customer lifecycle strategy organizing the customer journey vision with Commercial, Digital and Experience/Operations teams.
• Translate lifecycle ambition into structured activation roadmaps across owned marketing automation channels.
• Define lifecycle design principles, segmentation logic and engagement frameworks aligned with brand and commercial objectives.
• Ensure cross-functional alignment between customer experience, commercial priorities and lifecycle communications.

• Lead automated journey orchestration primarily across owned CRM channels
• Establish governance for segmentation, personalization and campaign standards.
• Coordinate with other channel owners (e.g., Media, Social, Digital) to ensure journey consistency.
• Drive structured adoption of personalization and audience activation tools.

• Act as business product owner of marketing automation platforms (e.g., Salesforce Marketing Cloud).
• Define functional requirements, prioritization and business roadmap.
• Partner with IT, as technical owner, for architecture, integrations, security and scalability.
• Ensure operational excellence of automations, data flows and activation processes.

• Define lifecycle communication standards in alignment with Legal and IT.
• Ensure consent management and subscription governance frameworks are operationalized within marketing automation tools.
• Support privacy-by-design principles across activation use cases.

• Define CRM contribution metrics and dashboards.
• Monitor engagement, retention and revenue influence.
• Provide optimization roadmaps to senior leadership.

• Build a high-performing marketing CRM team.
• Elevate internal understanding of marketing automation capabilities and limitations.
• Drive adoption and maturity of audience strategy and segmentation practices.

• 15+ years of experience in CRM, customer lifecycle management, marketing automation or customer data roles, ideally in global and local environments.
• Proven experience driving customer acquisition, engagement, loyalty and retention through CRM at scale.
• Proven experience designing and managing complex customer journeys across multiple channels, markets and touchpoints, including long consideration and purchase cycles
• Deep understanding of CRM platforms, marketing automation tools and data-driven marketing,
• Solid knowledge on global standards for data capture, consent management, governance, and enrichment
• Proven people manager, able to build, structure and develop teams to deliver measurable business outcomes.
• Strong track record of working hands-on while leading strategically, especially in complex or fast-growth environments.
• Experience managing agencies and external partners.
• Prior experience in luxury, premium travel, hospitality, or other high-end consumer brands strongly preferred.

• Strategic, customer-centric and commercially minded leader.
• Highly analytical, data-driven and comfortable translating insights into action.
• Technically savvy,…