Digital Customer Experience (CX) Manager

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

Descrizione del lavoro

Join a forward-thinking company as a Digital Customer Experience Manager, where you will lead innovative strategies that enhance customer interactions across digital platforms. This role allows you to shape the Contact-to-Order process globally, ensuring a seamless experience for customers. With a strong focus on collaboration and continuous improvement, you will work with cross-functional teams to implement best practices and drive performance. Enjoy a competitive salary, generous benefits, and the opportunity to make a significant impact in a dynamic environment that values creativity and excellence.

Servizi

Annual Bonus

23 days’ holiday + 8 bank holidays

Healthcare

Discounts on shopping

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.
• Fluent English communication; German or other languages are a plus.

Mansioni

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

Conoscenze

Digital Customer Experience

Process Management

Analytical Skills

Project Management

Stakeholder Management

Problem-Solving

Fluent English Communication

Customer-First Mindset

Formazione

Degree in Business

Degree in Marketing

Degree in Computer Science

Strumenti

CRM Systems

Analytics Platforms

Marketing Automation

Process Modeling Tools

Descrizione del lavoro

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Digital Customer Experience (CX) Manager, Caserta

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Job Reference:

7169083187698597888337147

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 recognized for our extensive range and quality of products, as well as our 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 core? 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 your opportunity to shape how our customers interact with us digitally and transform our global processes to deliver seamless, efficient service.

As Digital Customer Experience Manager, you will:

• 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 platforms
• Align departments and regions to create a consistent and engaging customer experience
• Leverage data, feedback, and analytics to continuously innovate and optimize
• Champion digital CX best practices across global teams

As Global Process Owner (C2O), you will:

• Take ownership of 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 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 modeling
• Proven ability to build relationships with various stakeholders and lead cross-functional, 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 touchpoints in Germany

What you’ll get in return:

• Annual Bonus
• Benefits including: 23 days’ basic holiday + 8 bank holidays, increasing to 28 days with length of service; Healthcare; Discounts on shopping and activities through Westfield Rewards; Pension Scheme; Stock Discounts
• Learning and Development opportunities

This role offers the chance to drive meaningful change in a global organization through digital innovation and operational excellence for Häfele Group. You will have the freedom to shape strategy and the tools, resources, and support to realize your vision. Drive impactful change in a global organization.