CRM Application Engineer

Job Description

We are looking for a CRM Application Engineer to join our team of around 1,700 people worldwide to help us power up the traveller's journey for millions of holidaymakers. If you are passionate about technology and product development, and enjoy working in a fast-paced, international environment, keep reading, you might be the perfect fit for this role

The job in brief: 

Job Title -  CRM Application Engineer
Working model -  Hybrid (Switzerland)
Team -  you will join the CRM and Channels team within the Technology department
Level - Professional
Location -  Chiasso, Switzerland
Contract -  Permanent – Full time (36h/week)
Travel time required - available to make short and sporadic trips abroad 

What your impact will be:

As a CRM Application Engineer, you will oversee the strategic growth and optimization of our CRM landscape. You will ensure that internal and external customer service teams utilize data and automated workflows to deliver a superior experience for our travellers.

• Serve as the primary link between business units and technical delivery teams for CRM initiatives.
• Translate high-level business goals into functional technical specifications and process enhancements.
• Manage the configuration, maintenance, and integration of core CRM tools and automated sequences.
• Strong problem-solving and analytical skills.
• Uphold rigorous standards for data integrity and system reliability across every customer touchpoint.
• Evaluate platform performance to identify and execute on continuous improvement opportunities.
• Partner with cross-departmental teams to implement new functionalities and complex system integrations.
• Direct incident management efforts, including root-cause investigations and the resolution of technical hurdles.

Qualifications

Your expertise:

• A minimum of 3 years in a CRM-centric technical role, such as Analyst or Administrator.
• Experience in managing data structures, user access, and API-driven integrations.
• Ability to align business requirements with technical feasibility and scalable solutions.
• Competence in SQL and scripting.
• Software development background: MySQL, Javascript, CSS, HTML, PHP, React.
• Good analytical capacity with a focused, data-driven approach to solving problems.
• Communication skills, particularly in explaining complex technicalities to non-experts.
• Fluent English, written and spoken.

Desirable:

• Background supporting Customer Care or Customer Success departments.
• Experience within agile development frameworks.
• Experience in configuring/managing platforms like VTENext, Salesforce or Zendesk is a plus.
• Knowledge of AWS infrastructure/services and GITLAB pipelines.
• Familiarity with AI-driven service tech and advanced automation solutions.

Additional Information

Perks of working with us:

How we work together:

• An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)
• Shorter working week (36h as full time), with a half working day on Fridays
• Flexible start and end of the working day, with core hours from 10:00 to 4:00 pm
• Possibility to work from anywhere for a period of time per year defined according to local regulations

How we learn together:

• Fri-Yays: half a day on Friday morning with a no-meeting mandate and dedicated to deep work, personal growth, learning and training and/or focus time.
• Professional and managerial skills development training paths, access to e-learning platforms such as O’reilly, Udemy, Coursera (depending on the department), and to our internal platform offering bespoke training content

Other perks:

• 2 paid days off per year for volunteering purposes
• Occasional social events to foster connections among colleagues
• Travel industry discounts and flash exclusive staff fares
• We support our employees through life's significant moments with leave options (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.

Wish you were here? We do, too!

Selection process steps*:

• HR interview (30 minutes)
• 1st interview (1 hour): soft skills + technical knowledge + curiosity about the role.
• 2nd interview (30min): final meeting with the Director
• Offer extended

(*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)

Our commitment to celebrate diversity and generate belonging

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Eligibility criteria:
By submitting your information and application, you confirm that you are legally authorised to work in the country of employment and that you do not require visa sponsorship to obtain employment visa status.