Digital Customer Experience (CX) Manager

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

Descrizione del lavoro

An established industry player is seeking a passionate Digital Customer Experience Manager to drive innovation and enhance customer interactions. In this pivotal role, you will lead the design and execution of digital strategies, ensuring a seamless customer journey across all platforms. You will also serve as the Global Process Owner for the Contact-to-Order process, standardizing practices and improving efficiency. This position offers the opportunity to make a significant impact within a global organization, shaping strategies and implementing your vision for operational excellence. If you thrive in dynamic environments and are driven by a customer-first mindset, this role is perfect for you.

Servizi

Annual Bonus

23 days’ holiday + 8 bank holidays

Healthcare

Pension Scheme

Stock Discounts

Learning and Development opportunities

Competenze

• Several years’ experience in digital customer experience and process management.
• 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.

Conoscenze

Digital Customer Experience

Process Management

Analytical Skills

Project Management

Stakeholder Management

CRM Systems

Marketing Automation

Problem-Solving

Formazione

Degree in Business

Degree in Marketing

Degree in Computer Science

Strumenti

CRM Systems

Analytics Platforms

Marketing Automation Tools

Process Modelling Tools

Descrizione del lavoro

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Digital Customer Experience (CX) Manager, Terni

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Job Reference:

7169083187698597888337167

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 recognised for our extensive range and quality of product as well as our expertise in the industry 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 heart of everything? 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 the way our customers interact with us digitally, whilst also transforming our global processes to deliver seamless, efficient service every time.

As Digital Customer Experience Manager, you will:

• Lead the design and execution of digital strategies across all customer touchpoints
• Drive initiatives that 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 optimise
• Be the champion for digital CX best practices across global teams

As Global Process Owner (C2O), you will:

• Take ownership of the full Contact-to-Order process globally
• Standardise and harmonise 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 modelling
• Proven ability to build relationships with a variety of 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’ holiday + 8 bank holidays, increasing to 28 days with service; Healthcare; Discounts 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 resources to implement your vision, making a significant impact on the organization.