Job Description

Are you ready to turn customer data into meaningful activation strategies that truly drive engagement, lifetime value, and sustainable growth?

Join us in Genoa as a Customer Activation Senior Manager, where you’ll lead the design and execution of. truly omnichannel customer activation programs across owned, paid, and human channels, connecting data, technology, and content to deliver personalized experiences across the entire customer journey.

Live your ambition. Lead with impact

You will play a key role in shaping Costa’s customer engagement evolution, orchestrating activation strategies that maximize customer experience, conversion, and value creation. You will translate customer data, segmentation, and insights into actionable campaigns and journeys, ensuring consistency and impact across all markets and channels.

Customer Activation & Value Creation

You will lead all customer activation activities across owned CRM channels (email, SMS, push notifications, WhatsApp) and ensure their orchestration with paid media, digital touchpoints, customer center, and human sales channels, owning the end-to-end activation roadmap.

You will integrate content strategy, segmentation, personalization, and execution into a unified framework, leveraging the Customer Data Platform (CDP) to deliver highly personalized and impactful customer experiences. You will manage external service providers and collaborate with IT, Digital, Martech, and other stakeholders to ensure flawless execution and continuous capability improvement.

Channel Orchestration & Journey Design

You will design, implement, and optimize automated lifecycle journeys and outbound campaigns, defining contact strategies, priorities, and rules.

You will design and govern end to end omnichannel journeys, coordinating touchpoints across CRM, digital platforms, media, and offline interactions, ensuring alignment and prioritization across all activation levers to avoid channel silos and maximize overall customer impact.

You will partner with Martech, IT, Digital, Media and Global Customer Center teams to embed predictive models, recommendations, and dynamic content into omnichannel journeys, ensuring scalability, measurability, and alignment with commercial objectives. You will maintain a holistic view of customer journeys, ensuring consistency and personalization across all touchpoints.

Content Strategy & Personalization Frameworks

You will drive CRM content development aligned with brand guidelines, customer needs, and personalization opportunities. You will support modular content frameworks enabling dynamic, data‑driven personalization and collaborate with Creative, Product, and Brand teams to deliver high‑quality and adaptable content.

Technical Execution & Campaign Management

You will oversee the technical execution of campaigns and journeys, including setup, QA, automation logic, and tracking. You will work closely with Tech and Data teams to evolve CRM platforms and orchestration tools, ensuring data integrity and accurate segment activation. You will manage outbound campaign lifecycles end‑to‑end and act as the main point of contact for the Human Sales channel ensuring full integration with broader marketing, media, digital, retail, loyalty, and sales initiatives across all customer contact points.

Performance, Insights & Continuous Optimization

You will own key performance metrics such as engagement, conversion, retention, reactivation, and customer lifetime value. You will define and monitor performance across channels, ensuring a unified view of customer impact and avoiding channel specific optimization biases.

You will analyze customer data across multiple datasets to design high‑impact activation strategies, maximizing conversion across markets and channels. You will implement a test‑and‑learn approach, delivering insights and strategic recommendations to senior leadership while ensuring GDPR compliance and maintaining a consistent view of customer analytics and KPIs.

What makes you unique

• 10+ years of experience in CRM, customer activation, lifecycle marketing, personalization, and Martech‑driven projects.

• Proven experience in 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 highly preferred.

• Strong analytical skills and the ability to translate data and insights into actionable activation strategies.

• Excellent project and stakeholder management skills, with the ability to manage complex, cross‑functional initiatives.

• Solid understanding of the full marketing mix, QA processes, tracking, and campaign operation and setup.

• Experience in multi‑market environments and familiarity with predictive models, recommendation engines, and dynamic content systems.

• Experience managing and mentoring both technical and business teams.

• Fluency in English and Italian.

• A strategic and commercial mindset, strong problem‑solving attitude, and the ability to work effectively in fast‑paced environments, with a strong focus on collaboration, continuous learning, and innovation.

What we offer

Your Journey with Us

At Costa, we make your onboarding experience smooth and welcoming, with flexible smart working policy.

Benefits That Matter

Enjoy daily meal vouchers, exclusive discounts, and access to our Wellbeing@Costa platform for sports, travel, and cultural perks. We also provide free medical insurance and additional welfare benefits for you and your family.

Lifestyle & Family Care

Celebrate life’s milestones with special gifts, enjoy discounts on cruises and onboard services, and benefit from convenient solutions like Amazon Hub Lockers in our Genoa offices.

Growth & Engagement

We invest in your development through tailored learning programs, volunteering opportunities, and wellbeing initiatives. Our loyalty program and community events make Costa not just a workplace but a place to belong.

Your employment

Open‑term, full‑time, hybrid.

Who we are

Our community brings together individuals from different parts of the world, fostering connections and collaboration across cultures, enriched by different perspectives and experiences. We are here to bring happiness and provide unforgettable memories and experiences to our guests.

Costa belongs to the Carnival Corporation & plc Group, the largest cruise company in the world. We are the only Italian cruise company flying the Italian flag, sailing the world’s seas for more than 75 years, offering our guests a unique experience on board and on land.

We are united by a shared passion: to drive success and live our ambition. Whether on board or shoreside, we bring energy, creativity, and a spirit of adventure to everything we do.

Start your journey with us

During the interview, all stages of the selection process will be explained to you. If you want to learn more, visit the following website:  https://career.costacrociere.it/shoreside/#journey

Onboard your journey with us and explore your potential.

#Costa #LI-Hybrid