Jobs in Perugia, United States

Digital Customer Experience (CX) Manager

Häfele, an internationally trusted supplier of furniture fittings, ironmongery, and hardware, renowned for product quality, industry expertise, and excellent customer service.

Remote (with travel to Group Head Office in Germany)

Permanent, Full-Time

Role Overview: As a Digital Customer Experience Manager and Global Process Owner for the Contact-to-Order (C2O) journey, you will shape digital interactions and transform global processes to enhance customer service and operational efficiency.

1. Lead digital strategy development across all customer touchpoints
2. Improve the digital journey from website to social media and mobile platforms
3. Ensure consistent and engaging customer experiences across departments and regions
4. Utilize data and analytics for continuous innovation and optimization
5. Promote digital CX best practices globally
6. Own and standardize the Contact-to-Order process worldwide
7. Lead cross-functional teams to enhance performance and customer satisfaction
8. Use KPIs to inform process improvements and manage change effectively

• Degree in business, marketing, computer science, or related field
• Fluent in English; German or other languages are advantageous
• Experience in digital customer experience and process management
• Proficiency with CRM, analytics, marketing automation, and process modelling tools
• Strong stakeholder relationship and team leadership skills
• Excellent analytical, problem-solving, and project management skills
• Customer-focused mindset and commitment to continuous improvement
• Willingness to travel, especially to Germany

• Annual Bonus
• Benefits including holiday entitlement, healthcare, shopping discounts, pension scheme, and stock discounts
• Learning and development opportunities

This role offers a unique opportunity to lead digital innovation and operational excellence within a global organization, shaping strategy and implementing impactful initiatives.