OverviewAt lastminute.com, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.We are looking for an Implementation Specialist – Customer Service to join our team of around 1,700 people worldwide and help us power up the traveller’s journey for millions of holidaymakers.If you are passionate about turning complexity into scalable solutions and enjoy working at the intersection of Operations, Product, and Technology, keep on reading — you might be the perfect fit for this role.In this role, you will be responsible for driving the successful rollout of new tools, systems, and process improvements across Customer Service Operations. You will act as a key bridge between operational teams and the teams designing and building our platforms, ensuring alignment, clarity, and measurable impact.You will join our Customer Service Delivery team, a fast-paced and impactful environment where your work will directly contribute to improving operational efficiency and customer experience.The job in brief:Job Title – Implementation Specialist – Customer ServiceWorking model – hybrid in ChiassoTeam – you will join the Customer Service Delivery teamLevel – ProfessionalContract – Permanent, full time (36 h/week)ResponsibilitiesEnd-to-end implementation: Lead the rollout of new tools, platforms, and processes across Customer Service OperationsCross-functional alignment: Act as the key connector between Operations, Product, IT, and Data teamsRequirements translation: Transform operational needs and pain points into structured requirements and clear implementation roadmapsStakeholder management: Align stakeholders on scope, priorities, timelines, and risksAutomation & efficiency: Drive initiatives to reduce manual work and increase scalabilityAI enablement: Identify and implement AI-driven solutions to enhance operational efficiency and customer experienceGo-live & adoption: Ensure smooth launches through structured enablement and stakeholder engagementContinuous improvement: Monitor post-launch performance and iterate to maximise impactQualificationsYour expertise:Proven experience implementing complex tools or systems in medium-to-large organisationsStrong project management experience with measurable delivery outcomesExperience in process automation and workflow optimisationStrong stakeholder management and cross-functional collaboration skillsAnalytical mindset with a KPI-driven approachAbility to operate effectively in structured yet evolving environmentsFluency in English (spoken and written)Experience in Customer Service or Operations environmentsBackground in the tourism or travel-tech industryExperience with AI-driven platforms, CRM systems, chatbots, or automation toolsExperience working in Agile environments (Scrum, Kanban)Agile certifications (e.g. Scrum Master, PMI-ACP)Familiarity with Change Management frameworks (e.g. ADKAR)Prosci or similar Change Management certificationBenefitsPerks 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 FridaysFlexible start and end of the working dayPossibility to work from anywhere for a period of time per year defined according to local regulationsHow 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 contentOther perks:2 paid days off per year for volunteering purposesOccasional social events to foster connections among colleaguesTravel industry discounts and flash exclusive staff faresWe support our employees through life’s significant moments with leave options (e.g. parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.Selection process steps*:HR interview (10-30 minutes)1st interview (Manager)2nd interview (Team)(*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)Diversity, Belonging & EligibilityOur commitment to celebrate diversity and generate belonging: We are committed 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.
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