Digital Customer Experience (CX) Manager

Digital Customer Experience (CX) Manager Position: 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. Known for our extensive range, quality products, industry expertise, and excellent customer service, we provide comprehensive support through our 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 thrive in dynamic, cross-functional environments where innovation and customer focus are paramount? We are seeking 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 role offers an opportunity to shape customer interactions digitally and transform global processes for seamless, efficient service. Responsibilities Digital Customer Experience: Lead the design and execution of digital strategies across all customer touchpoints. Drive initiatives to improve the end-to-end digital journey (website, social media, mobile). Align departments and regions to ensure a consistent and engaging customer experience. Utilize data, feedback, and analytics to innovate and optimize continuously. Champion digital CX best practices across global teams. Global Process Owner (C2O): Own 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. Participate in change management, training, and adoption of new processes. 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, analytics platforms, marketing automation, and process modeling tools. Strong relationship-building skills and ability to lead cross-functional, multicultural teams. Excellent analytical, problem-solving, and project management skills. Customer-first mindset with a passion for continuous improvement. Willingness to travel, especially to Germany, across the Group. Benefits Competitive salary and annual bonus. Benefits including healthcare, pension scheme, and extensive discounts. 23 days’ holiday 8 bank holidays, increasing with service. Learning and development opportunities. Additional Information This role offers the chance to drive meaningful change in a global organization, shaping digital innovation and operational excellence at Häfele Group. You will have the autonomy to define strategy and the resources to realize your vision. Location: La Spezia, Italy J-18808-Ljbffr

Location: la-spezia, IT

Posted Date: 6/15/2025