Digital Customer Experience (Cx) Manager

Buscojobs; Emilia-Romagna; Remoto; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading company in the furniture fittings industry seeks a Digital Customer Experience Manager to drive digital strategies and improve customer interactions globally. This role involves managing the Contact-to-Order process and leading cross-functional teams to enhance digital offerings. The ideal candidate will have a strong customer-first mindset, proven leadership skills, and a passion for continuous improvement. This position is remote with travel to Germany required.

Servizi

Competitive salary and annual bonus

Healthcare

Pension scheme

Discounts through Westfield Rewards

23 days holiday plus 8 bank holidays

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 implementation of digital strategies across customer touchpoints.
• Take ownership of the Contact-to-Order process globally.
• Champion digital CX best practices across global teams.

Conoscenze

Leadership

Analytical

Problem-Solving

Project Management

Customer-First Mindset

Formazione

Degree in business, marketing, computer science

Strumenti

CRM systems

Analytics platforms

Marketing automation

Process modeling tools

Descrizione del lavoro

Digital Customer Experience (CX) Manager

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

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

Role Overview: Are you passionate about delivering exceptional digital experiences and driving meaningful change across global operations? Do you excel in dynamic, cross-functional environments that prioritize innovation and customer focus? We seek a Digital Customer Experience Manager who will also serve as the Global Process Owner for the Contact-to-Order (C2O) journey—an impactful dual role. This is your chance to shape customer interactions digitally and transform global processes for seamless, efficient service.

Key Responsibilities:

1. Lead the design and implementation of digital strategies across all customer touchpoints.
2. Drive initiatives to enhance the end-to-end digital journey—website, social media, mobile platforms.
3. Align departments and regions to ensure a consistent and engaging customer experience.
4. Utilize data, feedback, and analytics to continually innovate and optimize digital offerings.
5. Champion digital CX best practices across global teams.

Global Process Owner (C2O) Responsibilities:

1. Take ownership of the Contact-to-Order process globally.
2. Standardize and harmonize processes across markets and departments.
3. Lead cross-functional teams to improve performance, efficiency, and customer satisfaction.
4. Use KPIs and insights to inform process improvements.
5. 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.
• Strong stakeholder relationship-building skills and leadership of cross-functional, multicultural teams.
• Excellent analytical, problem-solving, and project management skills.
• Customer-first mindset and passion for continuous improvement.
• Willingness to travel across the Group, with strong ties to Germany.

Benefits:

• Competitive salary and annual bonus.
• Benefits including healthcare, pension scheme, and discounts through Westfield Rewards.
• Holiday entitlement starting at 23 days plus 8 bank holidays, increasing with tenure.
• Learning and development opportunities.

This role offers the opportunity to lead significant digital and operational transformations within Häfele Group, shaping strategy and implementing impactful initiatives with full support and resources.