OverviewIn 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 / Benefitsdaily meal vouchers
exclusive discounts
Wellbeing@Costa platform
free medical insurance
tailored learning programs
volunteering opportunities
ResponsabilitàSupport 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 fondamentaliExperience 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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