CRM & Customer Analytics Scrum Master

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Job Purpose

MSC Cruises is the world's third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises - the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.
We are looking for a dynamic and experienced Scrum Master to lead Agile delivery within the CRM product stream of our Digital Technology CRM area. This role is instrumental in enabling high-performance delivery teams that support strategic initiatives to enhance customer engagement, personalization, and lifecycle management through CRM platforms and technologies. The Scrum Master will ensure Agile excellence, cross-functional collaboration, and delivery velocity, while aligning the teams with business priorities across marketing, sales, and customer operations.
The position is based in Naples or Milan office, with up to 2 days per week of remote work.

Key Accountabilities

* Facilitate all core Agile ceremonies (e.g., daily stand-ups, sprint planning, reviews, and retrospectives), ensuring consistent adherence to Scrum and SAFe 6.0 practices;
* Champion Agile principles across CRM teams, promoting transparency, accountability, and incremental value delivery;
* Serve as a coach and servant leader, enabling team autonomy while actively resolving blockers, impediments, and delivery risks;
* Collaborate closely with CRM Product Owners and Business Owners to refine backlogs, translate business priorities into actionable stories, and ensure alignment with the broader CRM roadmap;
* Monitor and analyse delivery metrics such as velocity, sprint burndown, lead time, and team capacity to drive continuous improvement;
* Support Program Increment (PI) Planning, backlog refinement, and cross-team coordination to enable scalable delivery across the CRM Agile Release Train;
* Encourage close coordination between CRM squads and stakeholders in Marketing, Commerce, Contact Center and other business teams;
* Oversee the usage of Agile delivery tools (Jira, Confluence, DevOps), ensuring traceability, progress visibility, and quality assurance;
* Drive Agile maturity through coaching, feedback loops, and regular assessments, reinforcing a learning and experimentation culture;
* Ensure that team outputs contribute to improve customer experience, NPS, loyalty and retention processes, lead conversion, campaign effectiveness, and long-term CRM evolution.

Qualifications

* Master's degree in Computer Science, Information Technology, Engineering, Economic Science, Statistic or similar;
* Minimum 10 years of experience as a Scrum Master or Agile Delivery Lead, within CRM or digital transformation programs;
* Proven experience with SAFe 6.0 implementation and scaled Agile delivery in complex, multi-team environments;
* Strong knowledge of CRM platforms (ideally Salesforce and Adobe) and customer lifecycle processes (sales process, lead nurturing, segmentation, loyalty, etc.);
* Familiarity with MarTech ecosystems and CRM integration with campaign management, personalization tools and analytics;
* Proficient in Agile project management tools including Jira, Confluence, and DevOps;
* Demonstrated ability to manage stakeholder expectations and foster effective collaboration across business and technical domains;
* Excellent facilitation, communication, and conflict-resolution skills;
* Experience in the travel, hospitality, or cruising industry is a plus;
* Fluent in English; knowledge of additional EU languages is advantageous;
* Availability to travel.

VISA Requirements

Right to work in Italy.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here