Digital Customer Experience (CX) Manager

DIGITAL CUSTOMER EXPERIENCE (CX) MANAGER Position: Permanent, Full-Time, Remote (with travel to Group Head Office in Germany) About Your New Company Häfele is an internationally trusted provider of furniture fittings, ironmongery, and hardware to the trade. Renowned for our extensive range, quality products, industry expertise, and excellent customer service, Häfele offers comprehensive support through our top-tier sales and support teams. Your New Role Are you passionate about delivering world-class digital experiences and driving impactful change across global operations? Do you excel in dynamic, cross-functional environments where innovation and customer focus are prioritized? We seek a Digital Customer Experience Manager who will also serve as the Global Process Owner for the Contact-to-Order (C2O) journey—an influential dual role. This is your chance to redefine how our customers interact digitally and transform our global processes for seamless, efficient service. Responsibilities Lead the design and execution of digital strategies across all customer touchpoints. Drive initiatives to enhance the end-to-end digital journey, including website, social media, and mobile platforms. 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. As 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 future process improvements. Play a key role in 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 advantageous. Several years of experience in digital customer experience and process management. Proficiency with CRM systems, analytics platforms, marketing automation, and process modeling tools. Strong relationship-building skills with diverse stakeholders and experience leading cross-cultural teams. Excellent analytical, problem-solving, and project management skills. Customer-first mindset with a passion for continuous improvement. Willingness to travel, with strong connections to Germany. Benefits Competitive salary and annual bonus. Benefits including healthcare, pension scheme, and extensive discounts. 23 days of holiday plus 8 bank holidays, increasing with service. Learning and development opportunities. Impact This role offers a unique opportunity to lead digital innovation and operational excellence within Häfele Group, shaping strategy and executing your vision with full support and resources. J-18808-Ljbffr

Location: reggio-emilia, IT

Posted Date: 6/25/2025