Digital Customer Experience (CX) Manager

Hafele Italia srl; Palermo; In loco; EUR 50.000 - 80.000; Tempo pieno

Descrizione del lavoro

Häfele è alla ricerca di un Digital Customer Experience Manager per guidare innovazioni digitali e ottimizzazioni di processo a livello globale. In questo ruolo, sarai responsabile della progettazione e dell'esecuzione di strategie digitali che miglioreranno l'esperienza cliente, lavorando in un ambiente collaborativo e innovativo. Questa posizione offre importanti opportunità di crescita professionale e un pacchetto retributivo competitivo, incluso un bonus annuale e vantaggi.

Servizi

Assicurazione sanitaria

Programma di ferie di 28 giorni

Sconti su azioni

Opportunità di apprendimento e sviluppo

Competenze

• Fluente in inglese; conoscenza del tedesco è un plus.
• Esperienza pluriennale nella customer experience digitale.
• Passione per il miglioramento continuo e mentalità customer-first.

Mansioni

• Condurre la progettazione ed esecuzione delle strategie digitali per i clienti.
• Assumere la responsabilità del processo completo Contact-to-Order.
• Utilizzare KPI e analisi per migliorare le performance e la soddisfazione del cliente.

Conoscenze

Comunicazione in lingua inglese

Gestione dei processi

Analisi dei dati

Problem solving

Gestione dei progetti

Formazione

Laurea in business, marketing, informatica o equivalente

Strumenti

CRM

Piattaforme di analisi

Automazione del marketing

Descrizione del lavoro

DIGITAL CUSTOMER EXPERIENCE (CX) MANAGERPermanent, Full-Time, Remote (with travel to Group Head Office in Germany) : Your new Company : Häfele is an internationally trusted name supplying furniture fittings, ironmongery and hardware to the trade. We are recognised for our extensive range and quality of product as well as our expertise in the industry and excellent customer service. Häfele provides comprehensive customer support through our best-in-class sales and support team.Your new role : Are you passionate about delivering world-class digital experiences and driving meaningful change across global operations? Do you thrive in dynamic, cross-functional environments where innovation and customer focus are at the heart of everything? We’re looking for a Digital Customer Experience Manager who will also serve as the Global Process Owner for the Contact-to-Order (C2O) journey – a dual role with big impact. This is your opportunity to shape the way our customers interact with us digitally, whilst also transforming our global processes to deliver seamless, efficient service every time.As Digital Customer Experience Manager, you will : Lead the design and execution of digital strategies across all customer touchpoints Drive initiatives that improve the end-to-end digital journey — from website to social to mobile Align departments and regions to create a consistent and engaging customer experience Leverage data, feedback, and analytics to continuously innovate and optimise Be the champion for digital CX best practices across global teamsAs Global Process Owner (C2O), you will : Take ownership of the full Contact-to-Order process globally Standardise and harmonise processes across markets and departments Lead cross-functional teams to improve performance, efficiency, and customer satisfaction Use KPIs and insights to shape future process improvements Play a key role in change management, training, and adoption of new ways of workingWhat you’ll need to succeed : A degree in business, marketing, computer science or related field Fluent English communication; German or other languages are a plus Several years’ experience in digital customer experience and process management A solid grasp of tools like CRM systems, analytics platforms, marketing automation, and process modelling Proven ability to building relationships with a variety of different stakeholders and well as lead cross-functional and multicultural teams Strong analytical, problem-solving and project management skills A customer-first mindset and passion for continuous improvement Willingness to travel across the Group with strong touch points in GermanyWhat you’ll get in return : Competitive salary Annual Bonus Benefits including : Holiday of 23 days’ basic + 8 bank holidays in a complete year, increasing to 28 days basic with our length of service programme; Healthcare; Discounts : Huge range of shopping and activity discounts available through Westfield Rewards; Pension Scheme; Stock Discounts Learning and Development opportunitiesThis role will allow you to drive meaningful change in a global organisation over digital innovation and operational excellence for Häfele Group. You will have the freedom to shape the strategy and the tools, resource and support to implement your vision. Drive meaningful change in a global organisation.

Customer Experience Manager • Palermo, Italia