Requirements: English
Company: Hafele Italia srl
Region: Catania , Sicilia
DIGITAL CUSTOMER EXPERIENCE (CX) MANAGERPosition: Permanent, Full-Time, Remote (with travel to Group Head Office in Germany)About the CompanyHfele is an internationally trusted provider of furniture fittings, ironmongery, and hardware to the trade. We are known for our extensive product range, quality, industry expertise, and excellent customer service. Hfele offers comprehensive customer support through our top-tier sales and support teams.About the RoleAre you passionate about delivering world-class digital experiences and driving meaningful change across global operations? Do you excel in dynamic, cross-functional environments where innovation and customer focus are prioritized? We are seeking a Digital Customer Experience Manager who will also serve as the Global Process Owner for the Contact-to-Order (C2O) journeya dual role with significant impact. This position offers an opportunity to shape customer interactions digitally and transform global processes for seamless, efficient service.Key ResponsibilitiesAs Digital Customer Experience Manager:Lead the design and execution of digital strategies across all customer touchpoints.Drive initiatives to improve 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.Leverage 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 enhance performance, efficiency, and customer satisfaction.Use KPIs and insights for continuous process improvement.Participate in change management, training, and adoption of new practices.Candidate ProfileA degree in business, marketing, computer science, or related field.Fluent in English; German or other languages are a plus.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 stakeholders and multicultural teams.Excellent analytical, problem-solving, and project management skills.Customer-first mindset and passion for continuous improvement.Willingness to travel, especially to Germany.BenefitsCompetitive salary and annual bonus.Benefits including healthcare, pension scheme, and shopping discounts.23 days holiday plus 8 bank holidays, increasing with service.Learning and development opportunities.Additional NotesThis role provides an opportunity to drive significant change within a global organization, shaping digital innovation and operational excellence for the Hfele Group. You will have the autonomy to develop strategies and the resources to implement your vision.LocationCustomer Experience Manager Catania, Italia#J-18808-Ljbffr