Digital Customer Experience (CX) Manager

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

Descrizione del lavoro

A leading company in furniture fittings and hardware is seeking a Digital Customer Experience Manager. This role encompasses leading digital strategies and streamlining global processes. The successful candidate will have significant experience in digital CX and a passion for delivering exceptional customer service.

Servizi

Annual Bonus

23 days of holiday plus 8 bank holidays

Healthcare

Discounts through Westfield Rewards

Pension Scheme

Stock Discounts

Learning and Development opportunities

Competenze

• Fluent English; knowledge of German or other languages is a plus.
• Several years’ experience in digital customer experience and process management.
• Willingness to travel across the Group, strong ties to Germany.

Mansioni

• Lead the design and execution of digital strategies across all customer touchpoints.
• Standardise and harmonise processes across markets.
• Drive initiatives to improve the end-to-end digital journey.

Conoscenze

Analytical skills

Problem-solving skills

Project management

Customer-first mindset

Cross-functional leadership

Formazione

Degree in business, marketing, computer science or related field

Strumenti

CRM systems

Analytics platforms

Marketing automation

Process modelling

Descrizione del lavoro

DIGITAL CUSTOMER EXPERIENCE (CX) MANAGER

Permanent, 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 teams

As 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 working

What 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 Germany

What you’ll get in return :

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 opportunities

This 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.