Digital Customer Experience (CX) Manager

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

Descrizione del lavoro

A leading company in furniture fittings seeks a Digital Customer Experience (CX) Manager to enhance digital strategies and lead operational excellence. This remote role involves managing the Contact-to-Order process and requires strong leadership and analytical skills, with opportunities for travel and professional growth.

Servizi

Competitive salary and annual bonus

Comprehensive benefits including healthcare and pension

Holiday entitlement starting at 23 days plus bank holidays

Learning and development opportunities

Competenze

• Fluent in English; German or other languages are a plus.
• Experience in digital customer experience and process management.
• Willingness to travel, with frequent contact points in Germany.

Mansioni

• Lead digital strategies across all customer touchpoints.
• Standardize and improve the Contact-to-Order process globally.
• Utilize data and analytics to innovate digital interactions.

Conoscenze

Analytical skills

Problem-solving

Project management

Stakeholder relationship-building

Leadership

Customer-first mindset

Formazione

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

Strumenti

CRM tools

Analytics tools

Marketing automation tools

Process modeling tools

Descrizione del lavoro

DIGITAL CUSTOMER EXPERIENCE (CX) MANAGER

1. Position: Permanent, Full-Time, Remote (with travel to Group Head Office in Germany)
2. Company: Häfele - an internationally trusted supplier of furniture fittings, ironmongery, and hardware, known for quality, expertise, and excellent customer service.
3. Role Overview: Passionate about delivering world-class digital experiences and driving global operational change? This role combines digital customer experience leadership with global process ownership of the Contact-to-Order (C2O) journey, offering a significant impact opportunity.
4. Key Responsibilities:
1. Lead digital strategies across all customer touchpoints to enhance the end-to-end digital journey.
2. Align departments and regions for a consistent, engaging customer experience.
3. Utilize data and analytics to innovate and optimize digital interactions.
4. Champion digital CX best practices globally.
5. As Global Process Owner, standardize and improve the Contact-to-Order process across markets.
6. Lead cross-functional teams to enhance performance, efficiency, and customer satisfaction.
7. Use KPIs and insights for continuous process improvement.
8. Manage change, training, and adoption of new processes.
5. Qualifications:
1. Degree in business, marketing, computer science, or related field.
2. Fluent in English; German or other languages are a plus.
3. Experience in digital customer experience and process management.
4. Proficiency with CRM, analytics, marketing automation, and process modeling tools.
5. Strong stakeholder relationship-building and leadership skills in multicultural settings.
6. Analytical, problem-solving, and project management skills.
7. Customer-first mindset and passion for continuous improvement.
8. Willingness to travel, with frequent contact points in Germany.
6. Benefits:
1. Competitive salary and annual bonus.
2. Comprehensive benefits including healthcare, pension, and discounts.
3. Holiday entitlement starting at 23 days plus bank holidays, increasing with service.
4. Learning and development opportunities.
7. Additional Information: This role offers the opportunity to lead digital innovation and operational excellence within Häfele Group, shaping strategy and implementing your vision.

Location: Customer Experience Manager • Pordenone, Italia