CRM Application Engineer

lastminute.com

2d•Remote

About The Position

At lastminute.com, the CRM Application Engineer will oversee the strategic growth and optimization of the CRM landscape, helping internal and external customer service teams use data and automated workflows to improve travellers’ experiences. The role is part of the CRM and Channels team within the Technology department and serves as a primary link between business units and technical delivery teams for CRM initiatives. The position is remote within the European Union, or onsite in Chiasso, Switzerland, and requires availability for short, sporadic trips abroad. It is a permanent, full-time role with a 36-hour working week. The engineer translates business goals into functional technical specifications and process improvements; manages the configuration, maintenance, and integration of core CRM tools and automated sequences; and upholds data integrity and system reliability across customer touchpoints. The role also evaluates platform performance, identifies continuous-improvement opportunities, partners with cross-departmental teams on new functionality and complex integrations, and directs incident management, root-cause investigations, and resolution of technical issues.

Requirements

At least 3 years of experience in a CRM-centric technical role, such as Analyst or Administrator.
Experience 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 involving MySQL, JavaScript, CSS, HTML, PHP, and React.
Strong analytical capacity and a focused, data-driven approach to problem-solving.
Ability to explain complex technical matters to non-experts.
Fluent written and spoken English.

Nice To Haves

Background supporting Customer Care or Customer Success departments.
Experience with agile development frameworks.
Experience configuring or managing platforms such as VTENext, Salesforce, or Zendesk.
Knowledge of AWS infrastructure or services and GITLAB pipelines.
Familiarity with AI-driven service technology and advanced automation solutions.

Responsibilities

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.
Maintain rigorous standards for data integrity and system reliability across customer touchpoints.
Evaluate platform performance and identify and execute continuous-improvement opportunities.
Partner with cross-departmental teams to implement new functionality and complex system integrations.
Direct incident management, including root-cause investigations and resolution of technical hurdles.

Benefits

Shorter working week: 36 hours for full-time employees, with a half working day on Fridays.
Flexible start and end times, with core hours from 10:00 a.m. to 4:00 p.m.
Possibility to work from anywhere for a period each year, subject to local regulations.
Half a day on Friday morning with no meetings, dedicated to deep work, personal growth, learning, training, or focus time.
Professional and managerial skills development training paths.
Access to e-learning platforms such as O’Reilly, Udemy, and Coursera, depending on department, and an internal platform with bespoke training content.
Two paid days off per year for volunteering.
Occasional social events.
Travel industry discounts and exclusive staff fares.
Leave options for significant life events, including parental responsibilities, marriages, bereavements, and relocations, in line with local laws.