**Description:** ---------------- In this role, you will have the opportunity to translate business needs into clear, efficient, and strategically aligned CRM solutions for a global airline. Your work will directly impact internal operations and customer experience throughout the entire customer lifecycle with Air Europa. You will join the CRM team within a collaborative and continuously improving environment, where functional quality, coordination with IT, and business vision are key to delivering robust and sustainable solutions. **Benefits of working with us:** * Real functional impact: You will participate in defining and evolving strategic CRM functionalities, with the ability to analyze, propose, and improve key business processes. * Professional stability: A permanent contract with a leading airline, offering a clear long-term vision of growth and digital transformation. * Collaborative and cross-functional environment: You will work closely with IT, business, and functional expert teams, actively participating in decision-making. * Agile methodologies in real projects: You will contribute to defining, prioritizing, and tracking agile developments aligned with business objectives. * Flexibility and work-life balance: Flexible working hours from Monday to Friday, plus the possibility of remote work for 2 days per week. * Work at Air Europa’s headquarters in Llucmajor, in a professional and well-structured environment. * Flight benefits: Air Europa tickets—and those of partner airlines—for yourself, your family, and friends, as well as additional benefits and discounts. **Job Mission:** You will ensure that the CRM system evolves coherently with the business strategy, translating functional requirements into clear, viable, and high-quality solutions. You will play a key role in ensuring the proper definition, validation, and tracking of functionalities, incidents, and improvements—contributing to more efficient operations and an enhanced experience for both customers and internal teams. Your work will make CRM processes more robust, aligned, and value-driven, facilitating decision-making and continuous improvement. **Key Responsibilities:** * Define and document CRM functionalities, ensuring alignment with the business’s strategic objectives. * Analyze CRM incidents and enhancements, assess their impact, and propose viable functional improvements. * Coordinate the definition, validation, and testing of user stories with IT and business teams, ensuring quality and consistency. * Facilitate refinement sessions and actively participate in sprint planning, ensuring appropriate prioritization and execution of developments. **What will make you successful in this position:** * Experience in CRM projects: Enables you to understand processes, anticipate impacts, and deliver business-aligned functional solutions from day one. * Knowledge of CRM platforms (Salesforce, Pega, Dynamics, or similar): Essential for evaluating functionalities, defining improvements, and ensuring correct implementation. * Functional analysis and documentation skills: Helps you write clear, structured, and results-oriented user stories. * Experience working with agile methodologies: Allows you to actively engage in refinements, sprint planning, and development tracking with efficiency. * Incident management and analysis: Critical to ensuring CRM operational quality and continuity of service to business areas. * Fluent English communication: Enables confident interaction in international environments and with technical documentation. * Experience in aviation or in AI-driven customer solutions (desirable): Provides additional insight for more complex and innovative projects.