Digital Customer Experience Manager

Hafele Italia srl; Italia; Remoto; EUR 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Häfele Italia is seeking a Digital Customer Experience Manager to enhance digital interactions and improve global operational processes. This remote role involves strategic oversight and management of customer touchpoints, aiming for operational excellence in a dynamic, multicultural environment. Candidates should have a degree and several years of relevant experience, with opportunities for career growth and a comprehensive benefits package.

Servizi

Annual Bonus

23 days holiday + 8 bank holidays, increasing with service

Pension Scheme

Shopping and activity discounts

Learning and Development opportunities

Competenze

• Several years’ experience in digital customer experience and process management.
• Proven ability to build relationships with various stakeholders and lead cross-functional teams.
• Strong analytical and project management skills.

Mansioni

• Lead design and execution of digital strategies across customer touchpoints.
• Own the Contact-to-Order process globally, standardising processes across markets.
• Champion digital CX best practices across teams.

Conoscenze

Analytical skills

Problem-solving

Project management

Customer-first mindset

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

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;

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.