Digital Customer Experience (CX) Manager

Hafele Italia srl; Cuneo; Remoto; EUR 50.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading company in furniture fittings is seeking a Digital Customer Experience Manager to drive digital strategies and enhance global processes. This role involves leading initiatives to improve customer interactions and managing the Contact-to-Order process. Ideal candidates will have a strong background in digital customer experience, excellent analytical skills, and a customer-first mindset.

Servizi

Competitive salary and annual bonus

Healthcare benefits

Pension scheme

Extensive 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.
• Willingness to travel internationally.

Mansioni

• Lead the design and execution of digital strategies across all customer touchpoints.
• Take ownership of the full Contact-to-Order process globally.
• Champion digital CX best practices across global teams.

Conoscenze

Analytical skills

Problem-solving

Project management

Relationship-building

Customer-first mindset

Formazione

Degree in business, marketing, computer science, or related field

Strumenti

CRM systems

Analytics platforms

Marketing automation

Process modeling tools

Descrizione del lavoro

DIGITAL CUSTOMER EXPERIENCE (CX) MANAGER

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

About the Company

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

About the Role

Are you passionate about delivering world-class digital experiences and driving meaningful change across global operations? Do you excel in dynamic, cross-functional environments where innovation and customer focus are paramount? We are seeking a Digital Customer Experience Manager who will also act as the Global Process Owner for the Contact-to-Order (C2O) journey—a dual role with significant impact. This is an opportunity to shape customer interactions digitally and transform global processes for seamless, efficient service.

Responsibilities

1. As Digital Customer Experience Manager:

• 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 ensure a consistent and engaging customer experience.
• Utilize data, feedback, and analytics to innovate and optimize continually.
• Champion digital CX best practices across global teams.

As Global Process Owner (C2O):

• Take ownership of 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.
• Use KPIs and insights to inform process improvements.
• Play a key role in change management, training, and adoption of new workflows.

Candidate Profile

• 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 ability to lead multicultural teams.
• Excellent analytical, problem-solving, and project management skills.
• Customer-first mindset with a passion for continuous improvement.
• Willingness to travel internationally, with strong ties to Germany.

Benefits

• Competitive salary and annual bonus.
• Benefits such as healthcare, pension scheme, and extensive discounts.
• Learning and development opportunities.

Impact

This role offers the chance to drive meaningful change in a global organization, shaping digital innovation and operational excellence within Häfele Group. You will have the autonomy to develop strategy and the resources to realize your vision.