CRM Tech Lead

Where passion meets opportunity

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Job Purpose

We are seeking an experienced and highly motivated Tech Lead to join the Customer Engagement & Marketing Automation area within the Digital CRM Customer Engagement & Interaction team. The Tech Lead is responsible for leading the technical design, delivery and continuous evolution of Adobe Experience Platform solutions, with a specific focus on Adobe Journey Optimizer, Real‑time CDP and Customer Journey Analytics, supporting MSC’s customer engagement, marketing automation, audience activation and customer journey orchestration strategy. The role focuses on ensuring scalable, reliable and fully integrated Adobe solutions across the CRM ecosystem, maintaining architectural consistency, data quality, platform reliability and alignment with enterprise integration, security and privacy standards.

Working within an Agile SAFe delivery model, the Tech Lead collaborates with the CRM Product Owner, architects, IT teams, business stakeholders and external partners to translate business needs into technical solutions, support delivery priorities, ensure implementation quality and enable the continuous improvement of MSC’s customer engagement and marketing automation capabilities.

Key Accountabilities

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• Lead the technical implementation and continuous evolution of Adobe Experience Platform solutions, including Adobe Journey Optimizer, Real‑time CDP and Customer Journey Analytics.
  
• Translate business and product requirements into scalable technical designs, ensuring alignment with MSC CRM architecture, data governance, integration standards and delivery priorities.
  
• Provide hands‑on technical expertise in the configuration, development and optimisation of Adobe Experience Platform components and related MarTech solutions, including journey orchestration, audience management, campaign configuration, data models, schemas, decisioning, integrations, APIs, automation workflows and custom technical implementations where required.
  
• Coordinate technical delivery activities with internal IT teams, architects, business stakeholders and external technology partners.
  
• Ensure the correct integration of Adobe platforms with the broader CRM and digital ecosystem, including Salesforce, legacy CRM systems, Voice of the Customer, digital channels, contact centre platforms and enterprise integration layers.
  
• Support the CRM Product Owner in backlog refinement, technical feasibility assessment, solution design, release planning and delivery prioritisation.
  
• Ensure platform reliability, data consistency, technical quality and adherence to enterprise architecture, security and privacy requirements.
  
• Participate in Agile delivery ceremonies within the SAFe framework, including PI planning, backlog refinement, sprint reviews, release planning and technical coordination sessions.
  
• Identify opportunities to improve automation, scalability, reusability and operational efficiency across customer engagement and marketing automation capabilities.
  
• Support incident analysis, root cause investigation and continuous improvement of Adobe platform operations and integrations.
  

QUALIFICATIONS (skills, competencies, experience)

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• +7 years of experience in technical delivery, solution design or technical leadership roles within CRM, MarTech, customer engagement or marketing automation platforms.
  
• Strong technical knowledge of Adobe Experience Platform capabilities, ideally including Adobe Journey Optimizer, Real‑time CDP, Customer Journey Analytics, audience management, data activation and customer journey orchestration.
  
• Solid understanding of CRM and marketing automation processes, including customer segmentation, campaign execution, personalisation, customer lifecycle management, consent management and customer engagement.
  
• Good knowledge of enterprise integrations, APIs, data flows, data quality, customer data models and platform architecture principles.
  
• IT experience in the travel, hospitality, cruise, leisure, retail or customer‑centric industries is considered a plus.
  
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering;.
  
• Adobe Experience Platform, Adobe Journey Optimizer, Real‑time CDP or related certifications are considered a strong advantage.
  
• Strong stakeholder management, problem‑solving and communication skills, with the ability to translate business needs into clear technical solutions and coordinate cross‑functional delivery teams.
  
• Fluent in English; Italian or any other European language would b