Digital Customer Experience (CX) Manager

JR Italy; Savona; Remoto; EUR 45.000 - 85.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a Digital Customer Experience Manager to transform customer interactions and drive digital innovation. This role offers the opportunity to lead cross-functional teams and enhance the global Contact-to-Order process. You will be at the forefront of designing strategies that improve the digital journey across various platforms, ensuring a seamless customer experience. With a focus on data-driven decisions and best practices, this position empowers you to make a significant impact in a dynamic environment, backed by comprehensive benefits and professional growth opportunities.

Servizi

Annual Bonus

Healthcare

23 days’ holiday + 8 bank holidays

Pension Scheme

Stock Discounts

Learning and Development Opportunities

Competenze

• Several years of experience in digital customer experience and process management.
• Fluent in English; German or other languages are a plus.

Mansioni

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

Conoscenze

Digital Customer Experience

Process Management

CRM Systems

Analytics Platforms

Project Management

Problem-Solving

Cross-Cultural Team Leadership

Formazione

Degree in Business

Degree in Marketing

Degree in Computer Science

Strumenti

Marketing Automation Tools

Process Modeling Tools

Descrizione del lavoro

The job description is comprehensive and well-structured, but it can be improved for clarity and readability by organizing some sections better and removing redundant phrases. Here is a refined version:

Digital Customer Experience (CX) Manager, Savona

Company: Häfele

Location: Savona, Italy (Remote with travel to Germany)

Job Category: Other

EU work permit required: Yes

Job Reference: 7169083187698597888337170

Job Views: 1

Posted: 09.05.2025

Job Description

Position: Digital Customer Experience (CX) Manager

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

Your New Company

Häfele is an internationally trusted provider of furniture fittings, ironmongery, and hardware to the trade. Known for our extensive range, quality products, industry expertise, and excellent customer service, Häfele offers comprehensive support through our top-tier sales and support teams.

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 paramount? We are seeking 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 position offers an opportunity to shape customer interactions digitally and transform global processes for seamless, efficient service.

Key Responsibilities

• Lead the design and execution of digital strategies across all customer touchpoints.
• Drive initiatives to improve the end-to-end digital journey—website, social media, mobile.
• Align departments and regions to ensure a consistent and engaging customer experience.
• Leverage data, feedback, and analytics for continuous innovation and optimization.
• Promote digital CX best practices across global teams.

As Global Process Owner (C2O), you will:

• Own the full Contact-to-Order process globally.
• Standardize and harmonize processes across markets and departments.
• Lead cross-functional teams to enhance performance, efficiency, and customer satisfaction.
• Utilize KPIs and insights to guide process improvements.
• Play a key role in change management, training, and adoption of new workflows.

Qualifications

• 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.
• Ability to build relationships with stakeholders and lead cross-cultural teams.
• Strong 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

• Annual Bonus
• Benefits including 23 days’ holiday + 8 bank holidays, increasing to 28 days with service; healthcare; shopping and activity discounts; pension scheme; stock discounts.
• Learning and development opportunities.

This role empowers you to drive meaningful change in a global organization through digital innovation and operational excellence. You will have the freedom to shape strategy and the resources to realize your vision.