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 name supplying furniture fittings, ironmongery, and hardware to the trade. We are recognized for our extensive range and quality of products, industry expertise, 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 paramount? 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 an opportunity to shape customer interactions digitally and transform global processes for seamless, efficient service. Key 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—from website to social media to mobile platforms. Align departments and regions to ensure a consistent and engaging customer experience. Leverage data, feedback, and analytics to continually innovate and optimize. Champion digital CX best practices across global teams. Global Process Owner (C2O) : Take ownership of the full Contact-to-Order process globally. Standardize and harmonize processes across markets and departments. Lead cross-functional teams to improve performance, efficiency, and customer satisfaction. Use KPIs and insights to inform process improvements. Support change management, training, and adoption of new workflows. Qualifications : Degree in business, marketing, computer science, or related field. Fluent in English; German or other languages are a plus. Several years’ experience in digital customer experience and process management. Proficiency with CRM systems, analytics platforms, marketing automation, and process modeling tools. Strong stakeholder relationship-building skills and leadership of cross-functional, multicultural teams. Analytical, problem-solving, and project management skills. Customer-first mindset and passion for continuous improvement. Willingness to travel, with strong connections in Germany. Benefits : Competitive salary and annual bonus. Benefits including healthcare, pension scheme, and extensive shopping / activity discounts. Holiday entitlement starting at 23 days plus 8 bank holidays, increasing with service. Learning and development opportunities. Opportunity : This role offers the chance to drive meaningful change in a global organization, shaping digital innovation and operational excellence for the Häfele Group. You will have the autonomy to develop strategy and the resources to realize your vision. Additional Location : Customer Experience Manager J-18808-Ljbffr Customer Experience Manager • Veneto, Venezia, Italia J-18808-Ljbffr

Location: jesolo, IT

Posted Date: 6/15/2025