Requirements: English
Company: Hafele Italia srl
Region: Trento , Trentino-South Tyrol
DIGITAL CUSTOMER EXPERIENCE (CX) MANAGER Position: Permanent, Full-Time, Remote (with travel to Group Head Office in Germany) Company: Hfele 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. Role Overview: Are 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 priorities? 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 is your chance to shape customer interactions digitally and transform global processes for seamless, efficient service. Responsibilities: Lead the design and implementation of digital strategies across all customer touchpoints. Drive initiatives to enhance the end-to-end digital journeywebsite, social media, 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, oversee the 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 process improvements. Play a key role in change management, training, and adoption of new workflows. Requirements: 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 ability to lead multicultural teams. Analytical, problem-solving, and project management skills. Customer-first mindset with a passion for continuous improvement. Willingness to travel across the Group, with key interactions in Germany. Benefits: Competitive salary and annual bonus. Benefits including healthcare, pension scheme, and extensive discounts. Holiday entitlement starting at 23 days + 8 bank holidays, increasing with service. Learning and development opportunities. This role offers the opportunity to lead digital innovation and operational excellence for the Hfele Group, shaping strategy and implementing your vision with the necessary support and resources. Location: Trento, Italy#J-18808-Ljbffr