Digital Customer Experience (CX) Manager

Digital Customer Experience (CX) Manager, Bergamo Company: Häfele - a trusted international supplier of furniture fittings, ironmongery, and hardware, known for quality and excellent customer service. Location: Bergamo, with remote work and travel to Germany. Job Type: Permanent, Full-Time, Remote (with travel). Role Overview: Seeking a passionate Digital Customer Experience Manager to lead digital strategies and serve as the Global Process Owner for the Contact-to-Order journey. This dual role involves shaping digital customer interactions and transforming global processes for seamless service. Key Responsibilities: Design and implement digital strategies across customer touchpoints. Enhance the digital journey via website, social media, and mobile platforms. Coordinate across departments and regions for consistent customer experience. Utilize data and analytics to innovate and optimize. Promote digital CX best practices globally. Global Process Ownership (C2O): Manage the Contact-to-Order process worldwide. Standardize processes across markets. Lead cross-functional teams to improve performance and satisfaction. Use KPIs for continuous improvement. Drive change management and training. Qualifications: Degree in business, marketing, computer science, or related field. Fluent in English; German or other languages a plus. Experience in digital customer experience and process management. Knowledge of CRM, analytics, marketing automation, and process modelling tools. Strong stakeholder relationship and leadership skills. Analytical, problem-solving, and project management abilities. Customer-first mindset and drive for improvement. Willingness to travel, especially to Germany. Benefits: Annual Bonus Comprehensive benefits including holiday entitlement, healthcare, discounts, pension, and stock options. Opportunities for learning and development. This role offers a chance to lead digital innovation and operational excellence within a global organization, shaping strategy and implementing impactful changes. J-18808-Ljbffr

Location: provincia-di-bergamo, IT

Posted Date: 6/3/2025