Digital Customer Experience (Cx) Manager

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Digital Customer Experience (CX) Manager, Ternicol-narrow-left
Client:Location:Job Category:Other
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EU work permit required:Yes
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Job Reference:7169083187698597888337167
Job Views:1
Posted:09.05.2025
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Job Description:DIGITAL CUSTOMER EXPERIENCE (CX) MANAGER Permanent, 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 significant 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 media to mobile platformsAlign 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 build relationships with a variety of stakeholders and lead cross-functional, multicultural teamsStrong analytical, problem-solving, and project management skillsA customer-first mindset and passion for continuous improvementWillingness to travel across the Group with strong touchpoints in GermanyWhat you'll get in return:
Annual BonusBenefits including: 23 days' holiday + 8 bank holidays, increasing to 28 days with service; Healthcare; Discounts through Westfield Rewards; Pension Scheme; Stock DiscountsLearning and Development opportunitiesThis role offers the chance to drive meaningful change in a global organization through digital innovation and operational excellence for Häfele Group.
You will have the freedom to shape strategy and the resources to implement your vision, making a significant impact on the organization.

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