Digital Customer Experience (CX) Manager

JR Italy; Lucca; Remoto; EUR 50.000 - 90.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a passionate Digital Customer Experience Manager to drive innovation and enhance digital interactions across global operations. This role offers a unique opportunity to shape customer engagement strategies while overseeing the Contact-to-Order process. You will lead cross-functional teams, leverage data for continuous improvement, and implement best practices in customer experience. With a focus on operational excellence, you will have the autonomy to influence change and enhance service delivery. Join this dynamic team and make a significant impact on customer satisfaction and digital transformation.

Servizi

Annual Bonus

23 days Holiday + 8 Bank Holidays

Healthcare

Shopping Discounts

Pension Scheme

Stock Discounts

Learning and Development Opportunities

Competenze

• Several years’ experience in digital customer experience and process management.
• Strong analytical, problem-solving and project management skills.

Mansioni

• Lead the design and execution of digital strategies across all customer touchpoints.
• Take ownership of the full Contact-to-Order process globally.

Conoscenze

Digital Customer Experience

Process Management

Analytical Skills

Project Management

Stakeholder Management

Formazione

Degree in Business

Degree in Marketing

Degree in Computer Science

Strumenti

CRM Systems

Analytics Platforms

Marketing Automation

Process Modelling

Descrizione del lavoro

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Digital Customer Experience (CX) Manager, lucca

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Job Reference:

7169083187698597888337146

Job Views:

1

Posted:

09.05.2025

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Job Description:

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.