Sales Processes & Platform Analyst

Within our Go to Market & Sales Capabilities department at Costa’s Genoa Headquarters, the Sales Processes & Platforms Analyst will play a key role in supporting the evolution of sales processes and enabling technologies across our Global Customer Center. Working at the intersection of Operations, Business, and IT, you will help shape the tools, workflows, and capabilities that drive operational excellence, improve user experience, and support the adoption of innovative solutions, including AI-powered technologies and advanced analytics.

Live your ambition. Lead with impact

You will play a key role in supporting the evolution of Costa’s Global Customer Center, connecting business needs, technology platforms, and operational priorities. From process improvement and CRM evolution to analytics, AI enablement, and platform enhancements, you will help ensure that teams have the tools, insights, and capabilities they need to operate effectively and deliver better business outcomes.

Sales Process Optimization & Business Analysis

You will support the analysis and continuous improvement of end-to-end sales processes, identifying opportunities to enhance efficiency, standardization, and user experience. Working closely with Operations and Process Owners, you will help assess business needs, process impacts, and improvement opportunities across markets and channels.

CRM, Platforms & Technology Enablement

You will contribute to the evolution of CRM and customer operations platforms, gathering business requirements and supporting the implementation of new capabilities and enhancements. Acting as a bridge between business teams, IT, and vendors, you will help ensure that solutions are effectively designed, tested, and adopted by end users.

Analytics, AI & Continuous Improvement

You will help transform operational and commercial data into actionable insights, supporting business stakeholders through KPI monitoring, performance analyses, and reporting solutions. You will contribute to the evolution of Voice of Customer, Speech Analytics, and AI-enabled capabilities, including Agent Assist, Copilot, and workflow automation, helping identify opportunities to improve customer interactions, operational effectiveness, and business performance.

What Makes You Unique

• Previous experience in Business Analysis, Project Management, Sales Operations, Process Improvement, Platform Management, or similar business-facing roles within complex environments.

• Familiarity with CRM, customer operations, or other business platforms, with experience supporting requirements gathering, testing activities, and solution delivery.

• Strong analytical mindset, with advanced Excel skills. Knowledge of Power BI is considered a plus.

• Ability to translate business needs into actionable solutions while collaborating effectively with business, operations, technology teams, and external partners.

• Excellent communication, stakeholder management, project coordination, and problem-solving skills

• Curiosity, openness to innovation, and a proactive approach to identifying opportunities.

• Fluency in English.