Overview

In this role you will help transform sales processes, platforms, and data into smarter ways of working for Costa’s Global Customer Center. You’ll bridge business needs, technology, and operations to improve efficiency, user experience, and platform adoption. You will work across CRM, analytics, and AI-enabled capabilities to deliver measurable business outcomes. This is a chance to influence process improvements, empower sales teams, and contribute to a data-driven, innovative culture.

Retribuzione / Benefits

- daily meal vouchers
- exclusive discounts
- Wellbeing@Costa platform
- free medical insurance
- tailored learning programs
- volunteering opportunities

Responsabilità

- Support the evolution of end-to-end sales processes and user experience improvements across markets and channels
- Contribute to the CRM and customer operations platform evolution, gathering requirements and assisting with implementation
- Collaborate with business, IT, and vendors to ensure solutions are designed, tested, and adopted
- Transform data into insights with KPI monitoring, performance analyses, and reporting solutions
- Support Voice of Customer, Speech Analytics,



and AI-enabled capabilities (Agent Assist, Copilot) and workflow automation
- Identify opportunities to improve customer interactions and operational effectiveness
- Translate business needs into actionable solutions and coordinate with cross-functional teams

Requisiti fondamentali

- Experience in Business Analysis, Project Management, Sales Operations, Process Improvement, Platform Management, or similar
- Familiarity with CRM or customer operations platforms and requirements gathering, testing, and delivery
- Strong analytical mindset with advanced Excel skills
- Knowledge of Power BI is a plus
- Ability to translate business needs into actionable solutions and collaborate with business, operations, technology teams, and external partners
- Excellent communication, stakeholder management, project coordination, and problem-solving skills
- Curiosity, openness to innovation, proactive around opportunities
- Fluency in English

- strong communication
- stakeholder management
- project coordination
- Excel (advanced)
- Power BI
- CRM familiarity

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