Digital Customer Experience (Cx) Manager

Digital Customer Experience (CX) Manager, BellunoCompany: Häfele - an internationally trusted provider of furniture fittings, ironmongery, and hardware, known for quality and excellent customer service.
Location: Belluno (Remote with travel to Germany)
Job Type: Permanent, Full-Time
EU Work Permit: Yes
Job Description:Role Overview: As a Digital Customer Experience Manager, you will lead digital strategies to enhance customer interactions and serve as the Global Process Owner for the Contact-to-Order (C2O) journey.
This dual role involves shaping digital customer interactions and transforming global processes for seamless service.
Key Responsibilities: Design and implement digital strategies across all customer touchpoints.Improve the end-to-end digital journey, including website, social media, and mobile platforms.Ensure consistency and engagement across departments and regions.Utilize data and analytics for continuous innovation and optimization.Promote digital CX best practices globally.As Global Process Owner (C2O): Manage the Contact-to-Order process worldwide.Standardize processes across markets and departments.Lead cross-functional teams to enhance performance, efficiency, and customer satisfaction.Use KPIs and insights for ongoing 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.Experience in digital customer experience and process management.Proficiency with CRM, analytics, marketing automation, and process modeling tools.Strong stakeholder relationship and leadership skills in multicultural environments.Excellent analytical, problem-solving, and project management abilities.Customer-focused mindset with a passion for continuous improvement.Willingness to travel, especially to Germany.Benefits: Annual bonus.Benefits including holiday entitlement, healthcare, shopping discounts, pension scheme, and stock discounts.Learning and development opportunities.This role offers the chance to lead digital innovation and operational excellence in a global organization, with the autonomy to shape strategy and implement your vision.

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