Global Head of CRM - Customer Lifecycle & Marketing Automation

About the role

Explora Journeys, a European luxury cruise brand based in Geneva and part of the MSC Group, is looking for a Global Head of CRM covering customer lifecycle and marketing automation. The role leads data-driven customer engagement programs that support commercial growth, loyalty and lifetime value, acting as business lead for lifecycle marketing and marketing automation in partnership with Commercial, Digital, IT, Data and Legal teams.

Key responsibilities

• Define the global customer lifecycle strategy and activation roadmaps across owned marketing automation channels, with segmentation, personalization and engagement frameworks
• Lead automated journey orchestration on owned CRM channels and set governance for segmentation, personalization and campaign standards
• Act as business product owner of marketing automation platforms such as Salesforce Marketing Cloud, defining requirements and partnering with IT on architecture, integrations and security
• Ensure consent management and subscription governance are operationalized and support privacy-by-design principles
• Define CRM contribution metrics and dashboards, monitor engagement, retention and revenue influence, and provide optimization roadmaps to senior leadership
• Build a high-performing marketing CRM team and raise awareness of marketing automation capabilities

Required profile

• 15+ years of experience in CRM, customer lifecycle management, marketing automation or customer data roles, ideally in global and local environments
• Proven track record driving customer acquisition, engagement, loyalty and retention through CRM at scale, and managing complex multi-channel customer journeys
• People manager with experience building teams, and experience managing agencies and external partners
• Prior experience in luxury, premium travel, hospitality or other high-end consumer brands strongly preferred

Required skills

• Deep understanding of CRM platforms and marketing automation tools
• Solid knowledge of global data capture, consent management, governance and enrichment standards
• Ability to work hands-on while leading strategically in complex, fast-growth environments