Global Head of CRM

Explora Journeys; Genf; On-site; CHF 180,000 - 240,000; Full time

Job summary

Explora Journeys seeks a Global Head of CRM to lead the strategy and activation of data-driven customer engagement programs that drive growth, loyalty and lifetime value across the luxury cruise brand. You will own lifecycle marketing, automation platforms and governance, collaborating with Commercial, Digital, IT, Data and Legal teams to ensure scalable and high-performing communications.

The role demands senior leadership, deep CRM expertise, and a track record of delivering multi-channel

Qualifications

• 15+ years of experience in CRM, customer lifecycle management, marketing automation or customer data roles.
• 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.
• 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.

Responsibilities

• Lead the global customer lifecycle strategy and activation roadmaps.
• Govern segmentation, personalization and campaign standards.
• Own marketing automation platforms and define requirements and roadmap.
• Partner with IT for architecture, integrations, security and scalability.
• Define lifecycle communications standards and consent management workflows.
• Define CRM metrics and dashboards and provide optimization roadmaps.
• Build and develop a high-performing marketing CRM team.

Skills

CRM leadership

Marketing automation

Data-driven

Stakeholder management

Team leadership

Agency management

Customer journey design

Tools

Salesforce Marketing Cloud

Job description

Where passion meets opportunity

Discover your journey into the extraordinary.

Your Purpose

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitalityin 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 uniqueway that will transform and redefine the cruise experience, creating a category of its own, appealing to the nextgeneration of luxury travellers.

The Global Head of CRM - Customer Lifecycle & Marketing Automation leads the strategy and activation of data-driven customer engagement programs to support commercial growth, loyalty and lifetime value. The role acts as business lead for lifecycle marketing and marketing automation, working in close partnership with Commercial, Digital, IT, Data and Legal teams to ensure scalable, compliant and high-performing customer communications.

Your Impact

1. Lifecycle Strategy & Co-Ownership

• 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.

2. Journey Activation & Channel Governance

• 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.

3. Platform Business Ownership

• 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.

4. Data Governance & Compliance

• 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.

5. Commercial Impact & Performance

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

6. Team & Capability Building

• 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.

Your Journey so far

• 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.

Your Essentials

• Strategic, customer-centric and commercially minded leader.
• Highly analytical, data-driven and comfortable translating insights into action.
• Technically savvy, with the ability to bridge business, data and technology teams.
• Structured, detail-oriented and able to manage multiple priorities in a fast-paced, evolving environment.
• Outstanding collaboration and influencing skills, with proven ability to operate in a matrix organization.

At Explora Journeys, we are redefining luxury ocean travel — where discovery, well-being, and a deep respect for the seas come together in harmony. We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world’s most inspiring destinations by sea. Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here.