WHO WE ARE Avolta is the world’s leading travel experience player. With a traveler-centric philosophy and a geographically diverse network, the travel retail and FB company addresses the needs of up to 2.3 billion passengers each year, with 5,500 outlets in more than 75 countries across six continents. Guided by their Destination 2027 strategy and boosted by their recent combination with travel FB giant Autogrill, the company is well positioned to realize their ambition to create a Travel Experience Revolution through their many locations at airports, motorways, cruise lines, seaports and railway stations amongst others. PURPOSE OF THE ROLE This role will be responsible for the management and optimization of Autogrill's CRM and Loyalty solutions, with a specific focus on the Salesforce Service, Loyalty and Marketing modules, on the associated mobile applications (iOS and Android) and on the web portal as part of the IT team. The resource will work closely with cross-functional teams, including marketing, sales and customer service, to ensure that the CRM and Loyalty platforms meet business needs, improving the effectiveness of customer engagement and loyalty initiatives. This position will report directly to the CRM Product Manager, and will be based in Milan. RESPONSIBILITIES Management and Maintenance of Salesforce CRM Implements, configurates, and optimizes the Service, Loyalty, and Marketing modules Analyzes and monitors the CRM performance: evaluation of key metrics, generation of reports, and suggestions to improve IT services Manages the relationships with external IT suppliers for updates, improvements, and new features Troubleshoots CRM issues and coordinates Service Desk activities for first and second-level support Manages the CRM and Loyalty solution cybersecurity in collaboration with the IT Security team Development and Integration of Mobile Applications (iOS and Android): Plans the release and follow-ups of the implementation of corporate apps, focusing on CRM platform integration Provides technical and functional support for mobile applications Troubleshoots mobile app issues to ensure high availability and performance Collaboration and Training Collaborates with development and business teams to translate business needs into technological solutions Trains internal users on Salesforce platforms and mobile applications to ensure full adoption of the tools WHAT WE ARE LOOKING FOR Must have a minimum of 2-3 years of experience in similar roles, with a focus on CRM, Loyalty and mobile applications, preferably in multinational contexts Having in-depth knowledge of Salesforce, in particular the Service, Loyalty and Marketing modules is required Must have prior experience in the integration and management of mobile applications (iOS and Android) with CRM platforms Must have excellent communication and collaboration skills with cross-functional teams Having good knowledge of reporting and analysis tools (e.g. Tableau or Google Analytics) to ensure integration with the CRM platform is needed Must have strong internal customer orientation and ability to improve the user experience through platform optimization Having a degree in Computer Science, Management Engineering, Marketing or related disciplines would be ideal Requires an excellent command of English (both oral and written) as well as exceptional interpersonal communication skills. Knowledge of other languages would be an advantage Having Salesforce certifications (e.g. Salesforce Administrator, Salesforce Marketing Cloud Consultant), along with experience with other CRM platforms or loyalty solutions, and knowledge of integration technologies (i.e. API and Web Services) would be ideal