Digital Customer Experience (CX) Manager

DIGITAL CUSTOMER EXPERIENCE (CX) MANAGERPermanent, Full-Time, Remote (with travel to Group Head Office in Germany) : Your new Company : Häfele is an internationally trusted name supplying furniture fittings, ironmongery and hardware to the trade. We are recognised for our extensive range and quality of product as well as our expertise in the industry 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 at the heart of everything? 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 big impact. This is your opportunity to shape the way our customers interact with us digitally, whilst also transforming our global processes to deliver seamless, efficient service every time.As Digital Customer Experience Manager, you will : Lead the design and execution of digital strategies across all customer touchpointsDrive initiatives that improve the end-to-end digital journey — from website to social to mobileAlign departments and regions to create a consistent and engaging customer experienceLeverage data, feedback, and analytics to continuously innovate and optimiseBe the champion for digital CX best practices across global teamsAs Global Process Owner (C2O), you will : Take ownership of the full Contact-to-Order process globallyStandardise and harmonise processes across markets and departmentsLead cross-functional teams to improve performance, efficiency, and customer satisfactionUse KPIs and insights to shape future process improvementsPlay a key role in change management, training, and adoption of new ways of workingWhat you’ll need to succeed : A degree in business, marketing, computer science or related fieldFluent English communication; German or other languages are a plusSeveral years’ experience in digital customer experience and process managementA solid grasp of tools like CRM systems, analytics platforms, marketing automation, and process modellingProven ability to building relationships with a variety of different stakeholders and well as lead cross-functional and multicultural teamsStrong analytical, problem-solving and project management skillsA customer-first mindset and passion for continuous improvementWillingness to travel across the Group with strong touch points in GermanyWhat you’ll get in return : Competitive salaryAnnual BonusBenefits including : Holiday of 23 days’ basic 8 bank holidays in a complete year, increasing to 28 days basic with our length of service programme; Healthcare; Discounts : Huge range of shopping and activity discounts available through Westfield Rewards; Pension Scheme; Stock DiscountsLearning and Development opportunitiesThis role will allow you to drive meaningful change in a global organisation over digital innovation and operational excellence for Häfele Group. You will have the freedom to shape the strategy and the tools, resource and support to implement your vision. Drive meaningful change in a global organisation. Customer Experience Manager • napoli, Italia J-18808-Ljbffr

Location: provincia-di-napoli, IT

Posted Date: 6/7/2025