Digital Customer Experience (CX) Manager

Hafele Italia srl; Bologna; Remoto; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

Häfele, un nome di fiducia a livello internazionale nel settore delle attrezzature per mobili, cerca un Digital Customer Experience Manager. Questo ruolo chiave guiderà le strategie digitali e gestirà il processo Contact-to-Order, contribuendo a migliorare l'esperienza del cliente e l'efficienza operativa. Offriamo un salario competitivo, bonus annuali e una gamma di benefici, inclusi assistenza sanitaria e opportunità di apprendimento.

Servizi

Salario competitivo e bonus annuale

Assistenza sanitaria

Piano pensionistico

Sconti su acquisti e attività

Opportunità di apprendimento

23 giorni di ferie più 8 giorni festivi

Competenze

• Fluente in inglese; tedesco o altre lingue sono un plus.
• Diversi anni di esperienza in esperienza cliente digitale e gestione dei processi.
• Mentalità orientata al cliente con passione per il miglioramento continuo.

Mansioni

• Guidare la progettazione e l'esecuzione di strategie digitali.
• Possedere il processo globale Contact-to-Order.
• Utilizzare KPI e intuizioni per informare i miglioramenti dei processi.

Conoscenze

Gestione dei processi

Analisi dei dati

Problem solving

Gestione dei progetti

Relazioni interpersonali

Formazione

Laurea in economia, marketing, informatica o campo correlato

Strumenti

Sistemi CRM

Piattaforme di analisi

Automazione del marketing

Strumenti di modellazione dei processi

Descrizione del lavoro

DIGITAL CUSTOMER EXPERIENCE (CX) MANAGER

Permanent, Full-Time, Remote (with travel to Group Head Office in Germany)

About Your New Company

Häfele is an internationally trusted name supplying furniture fittings, ironmongery, and hardware to the trade. We are recognized for our extensive range, quality of products, industry expertise, 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 significant impact. This is an opportunity to shape how our customers interact with us digitally and transform our global processes for seamless, efficient service.

Key Responsibilities

1. Digital Customer Experience:
   • Lead the design and execution of digital strategies across all customer touchpoints.
   • Drive initiatives to improve the end-to-end digital journey — from website to social media to mobile.
   • Align departments and regions to create a consistent and engaging customer experience.
   • Leverage data, feedback, and analytics to innovate and optimize continuously.
   • Champion digital CX best practices across global teams.
2. Global Process Owner (C2O):
   • Own the full Contact-to-Order process globally.
   • Standardize and harmonize processes across markets and departments.
   • Lead cross-functional teams to improve performance, efficiency, and customer satisfaction.
   • Use KPIs and insights to inform process improvements.
   • Play a key role in change management, training, and adoption of new workflows.

Qualifications & Skills

• Degree in business, marketing, computer science, or related field.
• Fluent in English; German or other languages are a plus.
• Several years of experience in digital customer experience and process management.
• Proficiency with CRM systems, analytics platforms, marketing automation, and process modeling tools.
• Strong relationship-building skills with stakeholders and leading cross-functional, multicultural teams.
• Excellent analytical, problem-solving, and project management skills.
• Customer-first mindset with a passion for continuous improvement.
• Willingness to travel, especially to Germany.

What You’ll Get in Return

• Competitive salary and annual bonus.
• Benefits including healthcare, pension scheme, shopping and activity discounts, and learning opportunities.
• Holiday entitlement starting at 23 days plus 8 bank holidays, increasing with service.

Impact

This role enables you to drive meaningful change in a global organization through digital innovation and operational excellence, with the freedom to shape strategy and implement your vision.

Location

Bologna, Italia